Helpdesk Support

Duration: 3 Months (with a possibility of permanent extension)

Shift: 08:00 am-05:00 pm (M-F)

Guaranteed Hours: 40

Job Responsibilities:

• Answers all Helpdesk calls and logs the call completely into an Incident Management application.
• Ninety (90) percent 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.

Requirement:

• At least Two (2) years of experience working on PCs, networking, Computer Operations or Help Desk support.
• Proven customer service skills with demonstrated ability in these areas.
• Strong customer service, technical, analytical and organizational skills.
• Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner.
• Demonstrates the True North values consisting of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence.

Required Education:

• Associate’s degree in Computer Science.

OR

• Four (4) years of equivalent work experience.

About our Company: -

22nd Century Technologies Inc., (TSCTI) is one the fastest growing healthcare staffing companies in the United States. With presence in all 50 States and 6000+ employees nationwide, we have been providing unparallel healthcare and technology staffing services to Public and Private sectors for over 26 years.

Started as a technology staffing company in 1997, we have significantly expanded our healthcare practice to both Clinical and Non-Clinical staffing, serving various facilities, healthcare organizations and government agencies. Our ISO certified staffing practices and technology driven staffing procedures – from recruitment to onboarding, along with an internal pre-vetted resume database of healthcare professionals, enable us to serve our customers with their immediate staffing needs.

TSCTI has extensive experience providing Physicians, Nurses, Pharmacists and other Allied Health professionals to various states – California, Connecticut, District of Columbia, Florida, Michigan, Minnesota, New Jersey, New York, Texas, Vermont, Virginia to name a few, and Our valued relationships with employees as well as commitment to meet and exceed clients’ expectations through our exemplary employees proves our competency in today’s healthcare staffing industry.

Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.