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Technical Support Analyst
Franklin, WI
Job Description
Location: Franklin, WI Campus
1st Shift (5 days onsite) 2nd and 3rd shift (remote AFTER training ONISTE!)
Job Type: Contract
Job Title: Technical Helpdesk Support Analyst
Experience Level: 2+ years helpdesk (not desktop) experience required
Laptop and Equipment is provided to all candidates for this position. Other equipment outside of what we supply will be at the candidate's cost.
Summary of Position:
Technicians in this role provide technical support in a contact center. The role will include troubleshooting remote hardware, custom and commercial software, and connectivity issues.
Summary of Position:
Technicians in this role provide technical support in a contact center. The role will include troubleshooting remote hardware, custom and commercial software, and connectivity issues.
- Support is performed over the phone and chat; will include Windows 10, Office 365, laptops, desktops, printers, mobile devices, and numerous in-house, commercial, and mobile applications.
- Candidates will take an average of 25 calls per day as the single point of contact for technical issues, requests, and questions for over 20,000 supported staff.
- To ensure your success and the success of the team, you will be measured on Key Performance Indicators. These include adhering to your schedule (especially attendance), first contact resolution, quality, and customer service. During the assigned shifts, candidates should expect nearly 100% of their day to be on the phone.
Training:
- Initial training period of 5-7 weeks is required with hours 8:00 AM - 4:30 PM, Monday thru Friday onsite
- Permanent shifts will begin upon completion of Training
- Shifts will be assigned based on the requirements of the Job Posting
Details of Position:
18-month+ contract
Shift Needs
1st shift
2nd shift
3rd shift
Requirements:
18-month+ contract
Shift Needs
1st shift
2nd shift
3rd shift
Requirements:
- 2+ years of first level help desk call center experience is preferred
- Strong written and verbal communication skills are required
- Ability to type 50+ words per minute is recommended
- Experience with using and supporting MS Office and Outlook is recommended
- Background in a multi-channel environment is recommended
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
2+ years
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