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Friday, 18 Aug 2017


IT ServUs Desktop Support Tier 1 Tech

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Rate/Salary/ Description: $26/ hr – Contract 1099/

Start Date: 8/9/2011

Duration: 1 year

Please submit all resumes by 11:00 PM on 7/21/2011.

 

Complete Description:
Provides customer technical phone support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. The preferred candidate must be able to communicate problems/issues to customers in a non-technical manner. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work independently and as a team member. The candidates must possess at least one (1) of the following certifications: MCP or Mac 10.X and will be required to obtain the other certification within 12 months.In addition, this candidate may be required to work day, evening, holidays and weekend shifts in a 24x7 work environment. The preferred candidate will be subject to written and scenario based testing in both Microsoft and Mac proficiencies.

Behavior Characteristics:
Must be composed in the face of client distress and hostility.

 

Skill

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Required / Desired

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Amount of Experience

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Expertise Rating

Call Center Operations experience Tier 1 phone support

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Required

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2  Years

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2 - Proficient

Remedy Call Tracking System or equivalent

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Required

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1  Years

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2 - Proficient

LANDesk Remote Control or equivalent Remote Control software

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Required

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1  Years

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2 - Proficient

AVAYA ACD Call Routing System or equivalent

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Required

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1  Years

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2 - Proficient

MS Office 2003 and 2007 product suite support, troubleshooting, etc.

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Required

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18  Months

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2 - Proficient

Microsoft's XP operating system, basic configuring and troubleshooting

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Required

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2  Years

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2 - Proficient

Basic hardware/Printer/Application support, installation & troubleshooting

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Required

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18  Months

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2 - Proficient

Mac OS X in a support role

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Required

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1  Years

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2 - Proficient

Mac for Office and/or iWorks

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Required

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1  Years

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2 - Proficient

Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc.

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Required

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1  Years

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2 - Proficient

Parallels/Boot Camp/Fusion or other VM software

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Highly desired

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1  Years

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Help Desk or other related IT support experience

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Required

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2  Years

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2 - Proficient

Customer Service skills

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Required

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2  Years

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2 - Proficient

Basic troubleshooting skills for XP and Mac environment

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Required

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1  Years

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2 - Proficient

MCP or Mac 10.X Certification

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Required

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Question 1:
Does your resume validate the years of experience listed in Required/Desired Skill Section? Please ensure that any requested certifications are clearly marked on the resume, including CERTIFICATION NUMBER, DATE ACHIEVED and EXPIRATION DATE.

Question 2:
Must be willing to work, assigned shifts in a 24x7 environment. One shift is a night shift, 2pm to 11pm must be able to complete daytime training (first 2 to 3 weeks) and then be able to work 2pm to 11pm Monday thru Friday. Must be able to obtain other certification within 12 months of hire date.

Question 3:
All candidates interviewed are required to take & pass technical exam. Pls acknowledge.

Question 4:
There are no reimbursable expenses - please acknowledge.

Question 5:
Candidate must possess either a MCP or Mac 10.X Certification at the time of engagement. If the candidate only holds one of the two certifications, they must obtain the 2nd certification within 12 months of engagement on the assignment. Please acknowledge.

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