Posted: Monday, July 3, 2017 9:23 AM
Our client in Webster, NY has an immediate opening for a Associate II Help Desk for a 6 month contract assignment. Essential job functions: Remotely resolve and/or reassign the resolution of hardware, software and application issues (workstations, notebooks, cell phones, pagers, applications, and client specific systems Resolve advanced level hardware and software problems that cannot be resolved by Associate I helpdesk employees Identified as technical and client service advanced support - provides day to day procedural and technical direction to other helpdesk and field associates a solution that resolves the problem and delivers optimum value for us and the customer to maximize productivity and achieve business results (PEP metrics) Take ownership for problem management Use a workflow based decision making process that considers the impact on the customer and key business results Use and share technical best practices with the customer and other team members to maximize customer value, productivity, and expense objectives Provides review and editing of established service processes using personal experience and solicited input of associates Provide service level agreement support to Associate I employees to ensure the team attains the contractual service levels Know all SLA matrices and participate in escalation processes designed to mitigate potential attainment failures May be required to provide customer satisfaction service results at customer meetings using presentations of services and discovery findings Contributes to the development of technical and client service process documentation responsibilities as assigned Additional Requirements, Skills and Qualifications: SKILLS: Able to demonstrate high level of technology proficiency in all areas required by the account assignment (Network, PC, Wi-Fi, hardware/software) Able to demonstrate exemplary interpersonal and customer service skills EXPERIENCE: 5-15 years in a technical customer environment EDUCATION: Required: High School Diploma or equivalent Holds or is expected to complete in 6 months at least 1 advanced technical certification (MCSE, CCNP, MS or Oracle DBA, etc.) TECHNICAL COMPETENCIES: EDUCATION VERIFICATION:Yes CTG is the most reliable IT services provider, built on 50 years of meeting our commitments to make technology work for clients and deliver real business value. CTG provides industry-specific IT strategy, services, and solutions that address the business needs and staffing challenges of clients in high-growth industries, including major technology companies, large corporations, and government entities located in North America and Western Europe. CTG's greatest asset is its people, and as such we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work Company by Modern Healthcare (since 2013) in North America, and a Best Places to Work Company in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011). CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws. CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.
• Location: Rochester, Webster
• Post ID: 27794023 rochester