Helpdesk Support

Helpdesk Support#26-15833 $24.44 - $26.33/hour Fairfield, CA All On-site 8 weeks Job Description Day Shift 9 hours/day Our Client, a Healthcare company, is looking for a Helpdesk Support for their Fairfield, CA location.

Responsibilities:

Answers all Helpdesk calls and logs the call completely into an Incident Management application. Ninety (90) percent of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests. Ensures customer contact information is current in Incident Management application. Provides answers to simple frequently asked questions. Updates and maintains knowledgebase as needed. Analyzes and resolves call remotely if possible. Triages the call, gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve. Manages the problem/request by escalating according to procedure, following up with support staff, logging the resolution, confirming customer satisfaction and closing the call. Receives call or request, logs, resolves, escalates and closes call or service request meeting departmental guidelines. Monitors Helpdesk email hourly as defined in departmental policies and procedures. Monitors Helpdesk voicemail hourly as defined in departmental policies and procedures. Recommends and participates in the implementation of changes to policies, procedures, protocols and PC standards as needed to improve efficiency and cost effectiveness of PC operation within the organization. Manages end-user desktop remotely. Maintains asset management database according to department policy for all I.T. maintained hardware. Assists with change practices for desktop software and hardware including evaluation, testing and implementation of new or upgraded software and hardware. Performs occasional field work in end-user community for common maintenance such as replacing phone cords, clearing printer errors, disconnecting/reconnecting equipment, etc. Performs other duties as required.

Requirements:

At least Two (2) years of experience working on PCs, networking, Computer Operations or Help Desk support. Proven customer service skills with demonstrated ability in these areas. Strong customer service, technical, analytical and organizational skills. Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner. Demonstrates the True North values consisting of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence. Demonstrates a commitment to service excellence including professionalism, customer focus, compassion, strong listening skills and a warm demeanor. Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others. Extremely open to learning new things and teaming with others in a collaborative environment. Proven track record of conducting oneself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment. Able to communicate effectively both written and verbally with all organization employees and outside vendors while promoting superior customer service. Must present a professional image at all times. Demonstrates performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality. Ability to work under pressure with speed and accuracy. ICONMA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law.