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1.: Helpdesk Support Consultant From: cgs_managing_partner

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1.: Helpdesk Support Consultant

Posted by: "cgs_managing_partner" mszot@cgsonline.com cgs_managing_partner

Sat Oct 3, 2009 2:18 pm (PDT)

CGS Technology Associates is a privately held information technology services company that was founded in 1983 and is headquartered in New Jersey. CGS is recognized as a leading provider of IT professional staffing and end-to-end technology solutions to companies whose own vision is to be leaders in their respective fields.

The primary purpose of this position is to identify, research, and provide technical solutions for hardware, software and telephony related issues reported to the Central Service. The Service Center Specialist provides basic root cause analysis and general reporting on issues to management and the entire user community.

Responsibilities:
Primary contact for users calling into the Service Center. Responsible for handling voice and online communication of incident and system requests.
Performing initial diagnosis and incident resolution.
Identify, categorize, and assign severity to issues.
Provide support to Company business channels on hardware, software and telephony related issues.
Use a variety of resources to obtain resolution.
May route call to another experienced team member, or other IT areas for appropriate resolution.
Document all incidents into the service management system.
Perform basic trouble shooting and problem resolution analysis including root cause analysis of data to be reported to management and the user community.
May perform follow up with customer to confirm resolution.
May participate in IT projects including equipment moves and location expansion.
Participate in the yearly IT Business Recovery test.
Train users in SR forms and other how-to procedures.
Communicate status and follow up with customers.
Dispatch vendors for incidents (under contract agreement)

Qualifications
Must have a good understanding of personal computers, printers and peripherals
Must have a good understanding of Microsoft PC operating systems
Must have excellent telephone, listening and communication skills
Good written and verbal communication skills
Must effectively and efficiently communicate with all levels of employees
Good problem solving ability
Must have ability to work collaboratively
Must be customer focused
Must demonstrate strong follow-up and follow through abilities with a sense of urgency
Must demonstrate ability to manage multiple tasks and assignments
Available to work flexible shifts that may include nights\weekends to support 24 hour operations with a two month rotation

Preferred Qualifications
Technology support background
Multi-lingual is a plus
Call Center experience
Experience developing written processes and procedures
Good understanding of the single-point-of-contact (SPOC) support model
MAC support background

Assignment Length: 6-12 Months
Rate: $25 hr.
Location Central NJ

If you are interested in finding out more about this position, please respond by sending us the following information:
. Copy of your current resume in Word format
. Current Salary Requirements
. Contact information

CGS Technology Associates
Email: jobs@cgsonline.com

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