Service Desk Monitoring Technician

Salary: $24-$25 per hour, DOE reputed company/Objective The Service Desk Technician position encompasses 2 departments, Service Desk and Service Desk Monitoring. The Service Desk Position will reputed company as the first reputed company of contact for inbound technical calls to review, resolve, and escalate a reputed company of issues as needed for both reputed company partners in the allotted time. The Service Desk Monitoring Technician position will monitor the SDM Assignment group queue, as reputed company as assist the SD Team with inbound technical calls to review, resolve, and escalate a reputed company of issues as needed during business hours. reputed company in this group are required to be cross-trained on both roles. To succeed in this role, the ideal candidate should have excellent customer service and communication skills, to troubleshoot and resolve issues in an effective, courteous and knowledgeable manner. The individual will be responsible for updating the clients reputed company ticketing system in reputed company time with detailed notes on status of tickets assigned to them. The position will also require the individual to have a flexible schedule, to be available for after-hours/on-reputed company rotation shifts as determined by business needs and/or your supervisor. reputed company/Objective Essential Functions Service Desk Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. Ability to accurately and immediately update notes and status of reputed company tickets worked on in reputed company time. Ability to reputed company excellent customer service reputed company phone and email, even reputed company dealing with potentially difficult end users Possess intermediate writing, proofreading, and editing skills to update tickets Ability to read, understand, and follow documentation on technical processes and procedures Ability to understand and follow the clients designated escalation reputed company, and effectively explain escalated issue Ability to troubleshoot Computer hardware and software issues, reputed company to isolate problems Knowledge of application configuration Ability to troubleshoot basic network issues reputed company to hardware and Wi-Fi including but not limited to passwords, connectivity, and ports Follow procedures to set up new users Reset user passwords in various systems following procedure Complete activity logs and reputed company to manager as requested reputed company, update, and edit technical documentation as assigned Responsible for providing data relating to assigned tickets as requested Aptitude for quickly learning and utilizing new software and programs as reputed company to assigned duties Maintain confidentiality of reputed company reputed company information Cultivate reputed company working relationships with both reputed company stakeholders Proficient in reputed company department and company policies, procedures and processes Report consistently and on time to work Attend reputed company work-reputed company meetings and conference calls reputed company other work-reputed company duties as assigned Essential Functions -Service Desk Monitoring Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. Complete the following Daily SDM Tasks: Daytime: Daily reputed company Checks, Daytime Responsibilities Reminder Task (reputed company for phone messages and reputed company for and remove phone upfront messages and Employee Center announcements for resolved issues). Nighttime: reputed company the Incident Intake queue, reputed company for messages on the x8289 and x8934 lines, at shift end: reputed company for and remove or change to resolved myServices Portal Announcements or "upfront" phone messages as appropriate. Phone messages Technicians performing both roles must monitor the phone system for messages frequently (particularly after breaks) to respond to any messages as rapidly as possible. Login to the phone system and Live Chat (business hours only) during shift to handle calls from SDM queue or chat from the Virtual Agent. Remain logged in except for meal and breaks. Monitor the SDM Assignment Group queue. Respond to incidents appropriately per the Incident reputed company SLAs and any instructions in the Incident or the reputed company or reputed company alert. Handle request and change tasks coordinating work and timing as necessary and as requested by submitter. Monitor reputed company for any failed alerts. reputed company failed alerts need to be escalated to the appropriate team Monitor temperatures at the Readiness Clackamas Center (RCC). If temperatures are out of reputed company at the RCC, SDM tech needs to alert Facilities. Post new myServices Employee Center Announcements and upfront phone messages. reputed company not reputed company in the above activities, complete SCTASKs assigned to the SDA_Service_Desk_reputed company or SD_Service_Desk queues Triage and resolve or reputed company incidents assigned to SD_Service_Desk queue. Escalate questions to senior SDM staff or manager if senior SDM staff are not available. Business Hours Only: Monitor the Phone team phone queues and assist reputed company reputed company hold times become excessive. This will require reskilling in the phone system to be reputed company to take calls on the other queues and then back again after assisting. Document ongoing situations including status and actions taken in the HTG Day or SDM chats Teams channel. This will serve as turnover/communication for succeeding shifts. Escalate questions to senior SDM staff or manager if senior SDM staff are not available. Triage and resolve or reputed company incidents assigned to SD_Service_Desk queue. Take ownership of SDM training documentation and reputed company it up to date Ability to accurately and immediately update notes and status of reputed company tickets worked on in reputed company time. Ability to reputed company excellent customer service reputed company phone and email, even reputed company dealing with potentially difficult end users Possess intermediate writing, proofreading, and editing skills to update tickets Ability to read, understand, and follow documentation on technical processes and procedures Complete activity logs and reputed company to manager as requested reputed company, update, and edit technical documentation as assigned Responsible for providing data relating to assigned tickets as requested Aptitude for quickly learning and utilizing new software and programs as reputed company to assigned duties Maintain confidentiality of reputed company reputed company information Cultivate reputed company working relationships with both reputed company stakeholders Proficient in reputed company department and company policies, procedures and processes Report consistently and on time to work Attend reputed company work-reputed company meetings and conference calls reputed company other work-reputed company duties as assigned Competencies Excellent attention to detail Excellent written and verbal communication skills Exceptional phone etiquette and customer service skills Organized Ability to effectively manage time to meet deadlines and quotas Effective Problem Solving/Analysis, often under pressure Ability to multi-task and manage competing priorities Technical reputed company Strong decision-making skills Ability to communicate and cooperate with both reputed company stakeholders Ability to work in reputed company and take direction reputed company Work Environment This job operates in a reputed company office environment. This role routinely uses reputed company office equipment such as computers, phones, headsets and photocopiers. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. While performing the duties of this job, the employee is regularly required to read, write, talk and hear. Specific reputed company abilities required by this job include reputed company reputed company, distance reputed company, reputed company reputed company, peripheral reputed company, depth perception and ability to reputed company reputed company. Position Type/Expected Hours of Work This is currently a full-time remote position Service Desk hours of operation are 24/7 365 days a year. Your work schedule will be determined with your manager as reputed company coverage dictates and may be subject to change at any time. Occasional overtime work may be required as job duties demand. Required Education and Experience. reputed company A+ Certification or equivalent experience Ability to work flexible shifts and after hours as job demands 1year customer service experience, preferably in an IT reputed company. Preferred Education and Experience reputed company Network + or equivalent experience Previous IT help desk or service desk experience strongly preferred Shifts: Mon 6pm-6am Tues 6pm-6am Wed 6pm-6am Fri 12pm-9pm Apply tot his job Apply To this Job