HelpDesk - Level 1 and 2

<p>Innovar Group is currently hiring for a helpdesk support professional for a 3-4 month contract in Denver, Colorado.</p>

Denver, CO

Innovar Group

<strong>Innovar - derived from the Latin &ldquo;to innovate&rdquo; - this is what we set out to do each and every day. We strive to go beyond the norm to utilize innovative next-gen recruiting tools connecting us to the world at large in order to uncover high-impact TECHNOLOGY talent for our valued clients. Our goal is straightforward: the unmitigated satisfaction of each client. The difference is significant; we provide consummate service and foster long-term, thriving relationships with our clients. In essence, we work as a vital member of your talent acquisition team.</strong>

keywords: technical,analysis,analysis,performance,technical,teamwork,support,technical,experience,communication,proficiency,knowledge

Level 1 and 2

Based on Experience

Overview: <p>This individual serves as the first point of contact for customers seeking technical assistance over the phone or email. They will be responsible for performing remote troubleshooting to identify issues and provide technical resolution.</p> <p>In this role, it will be very important to not only have good technical knowledge but to also be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient.</p>
Responsibilities: <ul> <li>Serve as the first point of contact for customers seeking technical assistance over the phone or email</li> <li>Perform remote troubleshooting through diagnostic techniques and pertinent questions</li> <li>Determine the best solution based on the issue and details provided by customers</li> <li>Walk the customer through the problem-solving process</li> <li>Direct unresolved issues to the next level of support personnel</li> <li>Provide accurate information on IT products or services</li> <li>Record events and problems and their resolution in logs</li> <li>Follow-up and update customer status and information</li> <li>Pass on any feedback or suggestions by customers to the appropriate internal team</li> <li>Identify and suggest possible improvements on procedures</li> </ul>
Requirements: <ul> <li>Proven experience as a&nbsp;help desk technician&nbsp;or other customer support role</li> <li>Technical background to include Windows, Office 365, VDI, VMWare, and previous experience with a trouble ticketing software.</li> <li>Good understanding of computer systems, mobile devices and other tech products</li> <li>Ability to diagnose and resolve basic technical issues</li> <li>Proficiency in English</li> <li>Excellent communication skills</li> <li>Customer-oriented and cool-tempered</li> </ul>