Help Desk Level 2 - D

Please Contact: To discuss this amazing opportunity, reach out to our Talent Acquisition Specialist Anshul Bawankar at email address  

We have Contract role Help Desk Level for our client at Santa Clara, California. Please let me know if you or any of your friends would be interested in this position.

Position Details:

Help Desk Level - Santa Clara, California

Location                         : Santa Clara, California

Project Duration          : 6+ Months of contract

Pay Rate                        : $28/hr

Job Description

The managers prefer someone with strong skill in documentation, PowerPoint and ServiceNow ticket, form workflow.

Assignment Overview

• Assignment length: six months plus, ongoing with no end date.
• No potential to convert to full-time Abbott position.

Work Location & Schedule

• Role is onsite.
• Location: 3200 Lakeside Drive Santa Clara, 95054.
• Schedule: 8 hours/day, 40-hour week.
• No travel required.

Role Context

• Reason role is open: review of recently onboarded worker.
• Projects: end user computing, desktop operation, documentation updates.
• Typical day: review/update documentation, project status updates, follow-ups.
• Interaction: peer technicians, site manager, IT manager, business unit, hiring manager.
• Success in 90 days: understand ServiceNow workflow, SOP guidelines, device imaging process.
• First time interviewing for this role.

Candidate Profile

• Top required skills: documentation, process guideline, formatting Word/Excel, VLOOKUP, Power BI, ServiceNow, PowerPoint.
• Top preferred skills: self-driven, project responsibilities, teamwork.
• Education: GED or AS degree.
• No medical/pharma experience needed.
• Systems: Windows OS daily.
• Personality: willing to learn, dependable.

Interview Process

• Phone screening then in-person interview.
• One phone interview + one in-person.
• Ideal start: ASAP.
• Manager has no upcoming time off affecting scheduling.

Key Responsibilities

• Review problem tickets and respond to user within established standards.
• Resolve open tickets in a timely and professional manner.
• Following established SOP, BOP's.
• Manage crisis escalation and escalate calls to other support groups if tickets cannot be resolved.
• Provide a positive customer service experience to the customer.
• Participate in other projects as requested.

Competencies

• Strong customer service.
• Strong interpersonal, organizational and communication skills.
• Ability to work in a fast paced changing environment.
• Understanding of Windows based applications.
• Ability to diagnose application software and hardware problems.
• Ability to recognize priority issues and escalate accordingly.
• Ability to translate technical terms into non-technical language.

Working knowledge of:

• Modems and data communications.
• Checking PC network connections.
• Identifying and correcting memory issues.
• Resetting network and Internet passwords.
• Using browser and network utilities.
• Resetting Internet proxy configurations.
• Install and setup applications.
• NT navigation and directory structure.
• Windows disk utilities to correct common errors.
• Network error messages to determine causes.

Qualifications

• Associates degree in Computer Science or a related discipline, and at least two, typically four years’ experience in IT or an equivalent combination of education and work experience.
• Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently.
• Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs.

To discuss this amazing opportunity, reach out to our Talent Acquisition Specialist Anshul Bawankar at email address  

About generis Tek: generis tek is a boutique it/professional staffing based in Chicago land. We offer both contingent labor & permanent placement services to several fortune 500 clients nationwide. Our philosophy is based on delivering long-term value and build lasting relationships with our clients, consultants and employees. Our fundamental success lies in understanding our clients’ specific needs and working very closely with our consultants to create a right fit for both sides. We aspire to be our client has most trusted business partner.