OCTO Helpdesk Specialist Entry at Morph Enterprise

The Helpdesk Specialist is a first level rep to the technical support team. They answer a variety of technical inquiries documenting issues and alerting senior staff in a timely fashion. Onsite: 3 Days-12 hrs. shifts/1 Day every other week 8hrs Who will be responsible for answering a variety of technical inquiries documenting issues and alerting senior staff in a timely fashion. Please view the roles and responsibilities below: Work Arrangement / Schedule Onsite - 6 PM - 6 AM: 3 Days-12 hrs shifts Sunday: 9 AM - 6 PM: 1 Day every other week 8hrs Customer Support Entry Roles and Responsibilities i. Answer calls in a dynamic IT operations environment supporting multiple agencies ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations iii. Log and route service requests and incidents in an incident management system iv. Create and maintain knowledge articles in the agencys knowledge management system on a daily basis v. Provide a high level of customer service to end users on a daily basis vi. Provide technical expertise related to Microsoft Products such as Microsoft Office Windows operating systems as well as other related Microsoft applications vii. Troubleshoot issues related to agency specific applications and web applications viii. Provide technical support for mobile devices such as iPads iPhones Android devices and tablets ix. Collaborate with the IT leadership team to select and implement cost-effective technology for District x. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests xi. Work with other technical teams to coordinate multi-tiered technical support for outages widespread security incidents xii. Adhere to all Enterprise-wide security policies related to security and integrity of Resources Skill Required / Desired Amount of Experience Bachelors degree in IT or related field or equivalent experience Required 5 Years Customer service support experience in either a face to face or phone support role. Required 2 Years Excellent written and verbal communication skills in a professional setting Required 2 Years Provide technical support to computer system users by telephone email and etc. Required 1 Years Maintain computers systems and printers in a professional setting Required 1 Years Expertise in supporting desktop operating systems (Windows 10 11 and Mac OSX 10.10.x) Required 1 Years Install and troubleshoot computer operating systems (Windows 10 11 and Mac OSX 10.10.x) Required 1 Years Experience providing technical support in a call center environment where the candidate received multiple calls at once. Required 1 Years Provide customer-oriented results and build an efficient end-user support environment. Required 1 Years Experience with basic Active Directory functions such as account creations password resets and OU Management Required 1 Years Knowledge of Microsoft Office Suite (Office 365) Required 1 Years Microsoft Certifications: MCP Windows 10 CompTIA A etc. Highly desired Please confirm with candidate before submittal that he or she will be able to pass a criminal check; this includes warrants. Key Skills Computer Hardware,Mac Os,Active Directory,VMware,ConnectWise,HP Service Manager,Microsoft Windows Server,Mobile Devices,Windows,Help Desk,Operating Systems,Remedy Employment Type : Full Time Experience: years Vacancy: 1