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Helpdesk Support Representative

Iconma

Green Valley, CA

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JOB DETAILS
SKILLS
Analysis Skills, Asset Management, Computer Maintenance, Computer Networks, Computer Operations, Cost Control, Customer Satisfaction, Customer Support/Service, Database Administration, Desktop Hardware, Desktop PC, Hardware Evaluation, Hardware Upgrades, Health Plan, Healthcare, Help Desk, Incident Management, Information Technology & Information Systems, Knowledge Base, Maintenance Services, Operational Strategy, Organizational Skills, Policy Development, Printers, Procedure Development, Software Upgrades, Telephone Skills, Testing, Trouble Tickets, Voice Mail
LOCATION
Green Valley, CA
POSTED
Today
Our Client, a Healthcare company, is looking for a Helpdesk Support Representative for their Green Valley, CA location.
 
Responsibilities:
  • Answers all helpdesk calls and logs the call completely into an Incident Management application.
  • 90% of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests.
  • Ensures customer contact information is current in Incident Management application.
  • Provides answers to simple frequently asked questions.
  • Updates and maintains knowledgebase as needed.
  • Analyzes and resolves call remotely if possible.
  • Triages the call, gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve.
  • Manages the problem/request by escalating according to procedure, following up with support staff, logging the resolution, confirming customer satisfaction and closing the call.
  • Receives call or request, logs, resolves, escalates and closes call or service request meeting departmental guidelines.
  • Monitors Helpdesk email hourly as defined in departmental policies and procedures.
  • Monitors Helpdesk voicemail hourly as defined in departmental policies and procedures.
  • Recommends and participates in the implementation of changes to policies, procedures, protocols and PC standards as needed to improve efficiency and cost effectiveness of PC operation within the organization.
  • Manages end-user desktop remotely.
  • Maintains asset management database according to department policy for all I.T. maintained hardware.
  • Assists with change practices for desktop software and hardware including evaluation, testing and implementation of new or upgraded software and hardware.
  • Performs occasional field work in end-user community for common maintenance such as replacing phone cords, clearing printer errors, disconnecting/reconnecting equipment, etc.
 
Requirements:
  • At least Two (2) years of experience working on PCs, networking, Computer Operations or Help Desk support.
  • Strong customer service, technical, analytical and organizational skills.
  • Ability to work under pressure with speed and accuracy.
 
Why Should You Apply?
  • Health Benefits
  • Referral Program
  • Excellent growth and advancement opportunities
 
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive considerationfor employment without regard to any status protected by applicable law.


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About the Company

I

Iconma

ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.

  • Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
  • Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
  • Founded in 2000
  • 2000+ Employees

The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Management Consulting Services
EMPLOYEE BENEFITS
401K, Employee Referral Program, Life Insurance
FOUNDED
2000
WEBSITE
https://www.iconma.com/