Adecco Engineering & Technical is seeking an IT Service Desk Operator for a long-term contract position in Boise, ID.

To apply to this position, please email your resume to megan.stradley@adeccona.com.

IT Service Desk – Operator




Priority


% of time


Task or Duty




1


100%
All work has this requirement


Follow documented procedures precisely (DocLib, SKW, WorkFiles, Actionplans and templates)




2


5%


Monitor all Information Technology department supported systems. (CMDB/SKW)




3


25%


Maintain all IT Operations Center supported systems. (TBD)




4


40%
Combination of Incident and Service Management


Respond to customer interactions (phone and email) by creating highly detailed incident and service request tickets




5


15%


Incident Management

Categorizing and prioritizing incident tickets
First level of support for investigating, diagnosis and resolution when possible (Second level support will provide documentation for common issues)
Efficient and Timely escalation and routing of requests to appropriate teams
Coordinate communication on incident status
Provide oversight to ensure timely resolution of incident tickets





6


25%


Service Request Management

COMMODITY SERVICE REQUESTS

Categorizing and prioritizing service request tickets
First level of support for investigating, diagnosis and resolution when possible (Second level support will provide documentation for common issues)
Efficient and Timely escalation and routing of requests to appropriate teams
Coordinate communication on service request status
Provide oversight to ensure timely resolution of service request tickets


SERVICE REQUESTS

Categorizing service request tickets
Efficient and Timely escalation and routing of requests to appropriate teams
Coordinate communication on service request status







7


10%


Identify underdeveloped procedures and provide suggestions for improvement to responsible party




8


5%


Develop internal and customer facing documentation for supported systems




9


5%


Develop others through training, peer reviews, and coaching using High Performance Culture practices




10


5%


Stay current with emerging technologies and obtain relevant certifications




11


5%


Participates and contributes in assigned projects












Minimum


Preferred




Education


Associates degree in Computer Science, Computer Information Systems, Electronics, or equivalent Information Technology field or a combination of formal education or training combined with eight years experience in IT Service Desk or similar field.


Bachelors’ degree in Computer Science, Computer Information Systems, Electronics, or equivalent Information Technology field.




Experience


Four years experience providing high-level technical support on computer hardware and software in a corporate networked environment.


Three years experience providing IT Service Desk phone support within a corporate Information Technology Department. Server, mainframe, network, desktop, telephony, and application troubleshooting skills obtained through work experience or certifications.




Knowledge


Advanced knowledge of Microsoft applications (including Word, Excel, PowerPoint, Outlook, InfoPath, Visio, SharePoint and Exchange). Advanced knowledge of Microsoft Windows Operating Systems (Windows XP, Windows 7). Advanced knowledge of PC concepts, principles, maintenance, and operation. Advanced knowledge of networking concepts, principles, protocols, and trouble-shooting. Advanced knowledge of virtual technologies, virtual PC, virtual desktop, virtual application streaming, VPN, and remote desktop. Advanced knowledge of Active Directory account administration and security. Advanced knowledge of print servers and troubleshooting techniques. Advanced knowledge of email troubleshooting techniques. Advanced knowledge of monitoring applications with the ability to configure and tune event thresholds. Knowledge of wireless communications both cellular and 802.11 technologies.


Proficiency in JCL; TSO, JES2 and MVS commands; Advanced knowledge of Windows server applications; Working knowledge of operational support software- enterprise monitoring, scheduler, backup/recovery, tape management, and change control




Skills


Typing 35 WPM; Excellent written and verbal communications with all levels of employees and management. Excellent troubleshooting and documentation skills. Emerging leadership skills revealed by the ability to direct and coordinate work. Time management in balancing leadership duties with working technician duties







Abilities


Ability to communicate effectively (written and verbal); ability to convey ideas in a logical order and professional manner; ability to analyze and diagnose technical problems utilizing documentation, tools, and the knowledge database; ability to train customers in the use of hardware and software in a networked and wireless environment; work well within a team; work independently; prioritize workload and set schedule for work completion; and communicate and interact positively with customers and team members. Make process changes to meet changing business needs and contribute ideas to improve the quality of support IT offers. Participate on IT project teams or lead IT Service Desk initiatives or projects. Work with outside vendors and support personnel. Ability to multi-task effectively, remain detail-oriented, and maintain composure in a fast-paced IT environment; logical thought processes and ability to learn new systems, concepts, and procedures; excellent customer service skills and ability to work with others, demonstrating professionalism and courtesy in all customer interaction.


Utilization of accepted project management methodologies to lead and complete team projects successfully.




Licenses, Certifications, etc…


Combination of Microsoft Certified Technology Specialist; Microsoft Certified IT Professional Enterprise Desktop Support Technician on Windows 7; CompTIA A+ Essentials/Practical Certification; Microsoft Office Specialist Master Certification; and ITIL V3 Foundations Certification


CompTIA Network+; CompTIA Security+; MCDST, MCITP, MCSA, MCSE, MCTS, MOS Master, MTA




Additional training, education, experience required


PhonePro


Call management software experience; Compliance experience (SOX, FERC SOC, HIPPA); project management; Leadership classes or coursework.