Dell
Help Desk Level 2
Greater Nashville Area, US - Computer Hardware, Computer Software, Information Technology and Services
Job Description
Dell Inc.'s wholly owned subsidiary Dell Services Federal Government, Inc. (DSFG) is seeking a Help Desk Level 2 Associate to create and work Help Desk tickets to final resolution. Monitoring, troubleshooting issues on the network. Perform, back-end network router, proxy/server web filter requests. Manage security software and end user education. Perform post resolution follow-ups to Helps Desk Tickets. Get involved with this Worldwide Operations Service Desk. You will provide IT support services to our DoD client sites and functional organizations. This operation is the primary point of contact for our DoD service consumers and provides the focal point for coordination with our DoD client and their support organizations.
The HelpDesk II processes scheduled routines that present few difficult operating problems (e.g., infrequent or easily resolved error conditions). In response to computer output instructions or error conditions, this worker applies standard operating or corrective procedure, refers problems that do not respond to preplanned procedure, and may serve as an assistant operator, working under general supervision.
Responds to complex technical problems/issues related to hardware, software and networking via email and phone.
Able to simultaneously support existing customer and customers with different procedural and ticketing requirement.
Assists customers by remotely diagnosing problems and providing resolutions for technical and service-related issues.
Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
Identifies and provides input on unique or recurring customer problems.
Remains knowledgeable of Dell's product line, current industry products and technologies.
Focuses on delivering a positive customer experience according to Dell standards.
Monitors and tracks issues to ensure accurate resolution.
Escalates more complex customer technical issues to senior level support.
Adheres to strict military/DOD policies and procedures.
Dell products & services enable customers to achieve their goals. Join the team and see first-hand how these tools power our own business.
Sound like you? Apply today.
DJAM
Required Skills
Must be able to work alone with minimal supervision.
Must demonstrate excellent customer service skills.
Must be able to log, update and record actuate and detailed tracking records.
Ability to work closely with others in a team environment.
Strong telephone etiquette skills
Strong Technical Skills (Hardware, Operating Systems, Networking, Active Directory, Enterprise Email)
Experienced organization and problem solving skills.
2-4 years of experience in a customer service or related field.
1-2 years working in a technical support, service desk and/or help desk environment
1-3 years of related, industry or segment experience.
Security+, ITIL v3 and MCTS 70-680 - Configuring Windows 7 or MCTS 70-685 certifications required within 45 days of hire.
DOD Secret Clearance Required.
Ability to work in a 24hr environment.
Desired Skills
Education
HS Diploma or GED
Experience
2-4 years of experience in a customer service or related field
1-2 years working in a technical support, service desk and/or help desk environment
1-3 years of related, industry or segment experience
Requirements
Hazards
No salary provided
Posted August 29, 2014 at 07:46AM from LinkedIn http://ift.tt/1qKrszK
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