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(Tier 1) Help Desk

Mondo Washington, DC
  • Posted: over a month ago
  • Other
My direct client in is hiring a Tier 1 Help Desk Specialist. The ideal candidate will have 2+ years overall help desk experience

Job Title: Help Desk Specialist
Start date: ASAP
Duration: 6 month contract to hire
PAY: DOE
Process: 1 F2F, Offer
Must Haves:
  • 2+ years of help desk experience (this role will be Tier I Support)
  • Experience w/ Help Desk systems - ZenDesk is preferred (this is what they use)
  • Background in networking, experience troubleshooting network issues
  • Customer service/customer facing experience
  • This will be both over the phone (30%) & desk side (70%) support
  • Windows support experience, Active Directory

Nice to have:
  • Restaurant/Retail industry experience, ideal candidate would have IT support experience for Restaurants
  • Experience with Point Of Sale systems
  • MAC support experience
  • Bachelor’s/Associates degree
Day to day:
  • Provide telephone and email support to restaurants, corporate office and field employees.
  • Document, track and monitor incident tickets to ensure timely resolution and escalate as needed.
  • Research issues utilizing help desk tools, knowledge base and vendor partners.
  • Create and update knowledge base articles.
  • Install, support and maintain computer desktops, laptops, printers and any related hardware and software.
  • Create, maintain, and disable user accounts in business and restaurant systems.
  • Support current phone system to include adding, removing and changing phone extensions and creating voicemail accounts. Partner with vendor to resolve issues.
  • Assist in project implementations, testing and documentation.
  • Monitor system notification alerts and take appropriate action and follow-up.
  • Resolve technical issues with restaurant systems within defined SLAs and document root cause and resolution. Troubleshoot hardware, software, and network issues. Perform backups and recover of data.
  • Provide Level 1 Help Desk support for Point of Sale and Back Office computer systems
  • Provide Level 1 Help Desk support for all telephone systems and internet systems at restaurants.
  • Interface with Level 2 Help Desk support personnel for all partner vendors.
  • Develop and maintain support documentation as it pertains to company-wide IT.
  • Coordinate and partner with Enterprise Architecture team to resolve digital order issues providing effective communication to all departments involved

Mondo

Address

Washington, DC
USA

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