• Job Description

  Req#: 24-23161
  Tier 1 Help Desk
  2 year contract
  $20.00 - $21.00 Per hour
  
  Typing test scores are required, a link to completes this can be sent upon request
  o These positions will be 100% onsite to start and once the candidate demonstrates the ability to work independently and meet performance expectations, a hybrid work schedule will be available. This usually takes 3-6 months of work before the candidate is ready to be considered for the hybrid work schedule.
  o • New workers starting on assignments will be onsite at the TSC: Provides opportunity for in-person training and mentorship from fellow team members
  • Workers to be assessed for hybrid work model: Workers will be assessed based on criteria such as training completion, grasp of training material, ability to work independently and meeting assignment metrics
  
  - Windows Microsoft application experience
  - Troubleshooting IT related issues (preferably with call center experience)
  - iOS (iPhone, iPad) application support and troubleshooting
  - Computer networking experience, including LAN, Wi-Fi, printers, and peripheral device
  - Driven to help and support clients with outstanding customer service.
  - Ability to meet attendance expectations.
  
  Provides client desktop support with basic level technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment
  In Tier 1 technical scope, effectively troubleshoots desktop and mobile computing devices, network and peripheral issues; identifies and engages needed resources to remedy problems; Diagnoses and resolves technical issues that require in-depth analysis, such as application, hardware, and software problems; Takes appropriate action (e.g., phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.)
  After-hours analysts provide support after core hours. Contacts On-call support for urgent issues on applications used by clients
  Administers active 2-way communications and 'knowledge transfer' within assigned team/function, both planned/advance notice and real-time
  Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents Must be able to follow through on assigned tags to completion
  Assesses and ensures process and work conforms to existing policies, standards and guidelines
  Monitor network devices, interfaces and applications through intelligent devices and automated programs across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changes
  Manage alarms and alerts received from existing monitoring programs using previously defined business rules
  Completing documentation of service requests within established time frames
  Other related duties as assigned
  
  Minimum Qualifications
  o High School Diploma or GED equivalent
  o 1 year of IT service/help desk operations experience
  o Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment
  o Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience preferred
  o 1 year of general customer service experience in retail, or call center sales or service role
  o Advanced verbal and written communication skills
  o Proficient in Microsoft Excel and Word
  o Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP
  
  
  
  
  Benefits: (employee contribution)
   Health insurance
   Health savings account
   Dental insurance
   Vision insurance
   Flexible spending accounts
   Life insurance
   Retirement plan
  
  All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• About the company

  neteffects is one of St. Louis' leading IT Staffing companies and IT Recruiting firms. Neteffects provides talent, business process, & technology solutions consulting in St. Louis, Missouri & beyond. Better Mondays Start Here!

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