HEADS UP Tech Service Desk

Immediate need for a talented IT Helpdesk / ServiceDesk. This is a 06 Months Contract opportunity with long-term potential and is located in Columbus OH or Des Moines IA (Remote). Please review the job description below and contact me ASAP if you are interested.

Job ID:25-84505

Pay Range: $19 - $23/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
 
Key Responsibilities:

• Inbound call center for 30K associates/contractors; 100K insurance agents through the country 
• Operation is a 24x6, Monday through Friday 6:00 am - 9:30 pm normal coverage, starting times range from 6:00 am - 1:00 pm, starting every half hour, 1:00-9:30pm last shift 
• Basic Break fix/Troubleshooting:  password, network, connectivity, HW/SW, mobile apps, printers, application errors, VPN, etc.  
• Normally, 70% of contractors brought on can work remotely from anywhere, the remaining 30% will need to work in the Columbus facility in either a permanent work in office arrangement or hybrid (every other week in office, 2-3 days a week in office, etc.). This may change by class depending on impacts due to turnover. 
• Analysts must have adequate technology, connectivity . The required speed is a minimum of 30 Mbps down/2 Mbps up and a hard-wired connection. Working from a wireless internet connection is not acceptable. 
• Analysts must have appropriate workspace – distraction free, meeting safety and ergonomic standards and providing for protection of client assets – client may request to inspect a work environment (require pictures of work area for TSD).  
• Job duties must be able to be performed without supervision (for TSD this would exclude individuals in initial TSD training, Launchpad and until performance and quality metrics are within acceptable ranges).  
• WFH is not an alternative for dependent care, as the individual should be fully focused on work.  
• If an analyst has power or connectivity issues, analysts are expected to take steps to resolve the issue as soon as possible and find an approved alternative location while the issue is being resolved.    
• All Analysts must have the flexibility to work 5 days a week throughout Monday through Saturday and for any shifts Mon-Fri 6:30am-9:30pm ET and Saturday 8:00-4:30pm ET.  

Key Requirements and Technology Experience:

• Key Skills:Break fix/Troubleshooting, ServiceNow Ticketing, Contact Center, Calls .
• Experience working with Microsoft products and services on a Windows 10 platform  
• Ability to work with a ticketing system, ex: ServiceNow  
• Good verbal and written communication skills to effectively interact with customers and all levels of personnel  
• Must be able to provide technical support to diagnose, analyze, research and resolve moderately complex computer problems while minimizing the impact of service interruptions  
• Must be able to analyze moderately complex error conditions and/or abnormal situations and report malfunctions to management  
• Must have the ability to utilize computer operation system software commands to troubleshoot and resolve moderately complex issues related to application and hardware/peripherals  
• Must have good analytical and decision-making skills  
• Experience providing customer support  
• Experience working in a contact center environment  
• Desire to expand information technology knowledge and skills  
• Focused on continuous learning  
• Ability to work under pressure  
• Adaptability  
• Teamwork skills  
• Interpersonal skills  
• Workforce management (WFM) (department outside of TSD) determines staffing levels and shifts needed/available 
• Following training, available shifts will be communicated and analysts will have the opportunity to give preferences. Staffing of shifts will be based on the following: attendance, performance, behavior/attitude, and preference 
• Shifts are 8 hrs./day, 40hrs/wk. and are normally 5 days a week, on occasion there may be opportunities to participate in 4x10 shifts, based on needs determined by WFM 
• On occasion, it will be necessary to change shift arrangements, staffing shifts will be based on attendance, performance, behavior/attitude, and preference 

Our client is a leading Insurance Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
 
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