Job Description

Ref No.:18-00385
Location: Marlboro, Massachusetts
Title: Help Desk Specialist- 8:30-5:30 shift
Location: Marlborough
Type: Contract
Length: 6+ Month Open Ended
Interview:

Keys to the position:
  • Needs to be Punctual, Responsive, Accountable to the clients, the work, and the team
  • Must possess excellent written and verbal communication skills
  • At least 3-5 years of Help Desk/Call Center experience - the more experience the better.
  • Needs to have demonstrated job stability, at least 6 month+ engagements
  • The shift is Monday thru Friday day shift. Candidate must be flexible as necessary to work a day shift as needed
  • Resolve calls and emails in the ticket tracking system; assume primary responsibility for client support issues.

Should have experience supporting the following:
  • At least 3-5 years of Help Desk/Call Center experience.
  • Needs to have demonstrated job stability and be looking for long-term employment.
  • Technical knowledge of Microsoft Office Suite 2010, 365 with strong Outlook skills.
  • Technical knowledge of personal computing devices (PC's, Laptops, Macintosh).
  • Experience with a Problem Tracking ticket system, Service Now preferred.
  • VPN troubleshooting skills.
  • Citrix triage skills.
  • Mobile Device Management (AirWatch a plus).
  • Experience supporting Microsoft Lync\Skype for business.
  • Technical knowledge of Windows Operating Systems (Win 7 and up).
  • Support of IE 9 and up, and Chrome.
  • Active Directory.
  • Virtual Desktop, Microsoft or VMWare.
  • Mac OS 10.6 and higher a plus.
  • Remote assistance tools (Bomgar a plus).
  • VOIP Telephony, Avaya VOIP preferred.
  • Exchange 2010/2013 a plus.
  • Technical knowledge with Video Conferencing a plus.
  • Basic Networking triage skills.
  • Maintain documentation for support and operational issues to track and clearly communicate root cause and resolution.
  • Additional tasks and projects as required.

Description:
  • Should enjoy this work, and be passionate about working in a call center environment.
  • Resolve calls and emails in the ticket tracking system; assume primary responsibility for client support issues.
  • Tracks escalated issues for timely resolution, and reviews solution for inclusion in Knowledge Base.
  • Needs to be Professional, Punctual, Responsive and Accountable to the clients, the work, and the team.
  • Must possess excellent written and verbal communication skills.
  • Seeks opportunities for continuous process improvement.
  • Candidate will be able to work from home 1 day per week at manager discretion.
  • Weekend\Off hours back up support required approximately every 10 weeks.
  • Financial services business experience a plus.
  • The shift is Monday thru Friday day shift. Candidate must be flexible to cover other days\shifts as necessary.

Application Instructions

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