Kyyba
DOT Helpdesk Specialist
Kyyba, Boston, Massachusetts, us, 02298
Job Description
Detailed Statement of Duties and Responsibilities:
Monitor & respond to telephone, voicemail, email and ticketing system (ServiceNow) to resolve customer issues with the highest level of customer satisfaction. Respond and resolve tickets adhering to service level agreements. Provide tier1 and tier 2 troubleshooting/customer issue resolution assistance to IT-ITS team. Actively engage with Development, Application Support, Network and Server Team personnel to resolve incidents, tasks, and work orders. Notify/escalate to the appropriate personnel on all outages impacting the DOT environment. With direction from IT Operations Management, follow all security guidelines and remediation tasks related to PCI to ensure 100% compliancy. Image, install and troubleshoot PC's, laptops and tablets at MassDOT offices (for example: ITS locations, RMV Service Centers, Highway Offices, Aeronautics, and MassDOT shared services) Install, configure, and deploy software and hardware. (Windows10, Office 365, Client/Lenovo hardware) Install, configure and troubleshoot peripherals such as printers, scanners and pinpads. Work with outside vendors to report and resolve faulty equipment. Use software utilities/tools to maintain user accounts. This includes changing passwords for email and accounts. Utilize remote tools to troubleshoot, diagnose and resolve end user issues. (Goverlan, Bomgar, GoToAssist, Logmein) Create knowledge documents and standard operating procedures (SOP's). Transfer knowledge to other team members. Train employees and other team members on process and technologies when required. Research all pertinent information (logs, tech specs, white papers, Google, etc.) to provide resolution for known customer issues and/or develop, test and deploy customer solutions with guidance from IT Management. Continually work with Service Delivery team to ensure health and high level reliability of end user computing environment. Follows all major outage SOP's and guidelines for local and system wide outages. Complete all mandatory training as required. Work on special projects as required.
Required Competencies:
Core
- Customer service values and strengths, communication skills, ability to work effectively independently and within a team. Leadership
- Strong and effective leadership qualities that are measurable and observable behaviors. (honesty, integrity, confidence, inspire others, commitment, passion) Technical
- Strong technical skills and knowledge needed for an IT service delivery role. General
- Combination of abilities, motivations, and traits required to perform effectively in a wide range of Information Technology jobs. (communication skills, teamwork, presentation, creativity)
Required Qualifications:
In-depth knowledge and concepts of computer hardware and software within a Microsoft Windows environment. Excellent customer service skills. Ability to logically troubleshoot and resolve complex technology issues. Ability to exercise sound judgment and work independently. Ability to establish rapport with others. Ability to prepare and use technical documentation and flow charts. Ability to manage vendors when problems are escalated. Demonstrate ownership of the support ticket lifecycle. 3-7 Years of Tier 2 PC/Computer support. Prioritize effectively and work efficiently with little supervision Actively engages with IT Leadership, business owners, and vendors to develop future hardware and software requirements. Knowledge of servers and networking technology a plus. Project management experience a plus
About Kyyba: Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances. At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development. Disclaimer: Kyyba is an Equal Opportunity Employer. Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Minorities / Females / Protected Veterans / Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need. Rewards: Medical, dental, vision 401k Term life Voluntary life and disability insurance Optional Pre-paid legal plan Optional Identity theft plan Optional Medical and dependent FSA Work-visa sponsorship Opportunity for advancement Long-term assignment with opportunity for hire by client
SELECT AWARDS
An INC 5000 company for 10 years Corp! Michigan Economic Bright Spots Crain's Detroit Business Top Staffing Service Companies in Detroit TechServe Alliance Excellence Award- IT and Engineering Staffing & Solutions Best of MichBusiness winner in HR Wizards & Partnerships Metro Detroit Elite Category: Recruitment, Selection & Orientation for 101 Best & Brightest 101 Best & Brightest Companies to Work for in Michigan
Detailed Statement of Duties and Responsibilities:
Monitor & respond to telephone, voicemail, email and ticketing system (ServiceNow) to resolve customer issues with the highest level of customer satisfaction. Respond and resolve tickets adhering to service level agreements. Provide tier1 and tier 2 troubleshooting/customer issue resolution assistance to IT-ITS team. Actively engage with Development, Application Support, Network and Server Team personnel to resolve incidents, tasks, and work orders. Notify/escalate to the appropriate personnel on all outages impacting the DOT environment. With direction from IT Operations Management, follow all security guidelines and remediation tasks related to PCI to ensure 100% compliancy. Image, install and troubleshoot PC's, laptops and tablets at MassDOT offices (for example: ITS locations, RMV Service Centers, Highway Offices, Aeronautics, and MassDOT shared services) Install, configure, and deploy software and hardware. (Windows10, Office 365, Client/Lenovo hardware) Install, configure and troubleshoot peripherals such as printers, scanners and pinpads. Work with outside vendors to report and resolve faulty equipment. Use software utilities/tools to maintain user accounts. This includes changing passwords for email and accounts. Utilize remote tools to troubleshoot, diagnose and resolve end user issues. (Goverlan, Bomgar, GoToAssist, Logmein) Create knowledge documents and standard operating procedures (SOP's). Transfer knowledge to other team members. Train employees and other team members on process and technologies when required. Research all pertinent information (logs, tech specs, white papers, Google, etc.) to provide resolution for known customer issues and/or develop, test and deploy customer solutions with guidance from IT Management. Continually work with Service Delivery team to ensure health and high level reliability of end user computing environment. Follows all major outage SOP's and guidelines for local and system wide outages. Complete all mandatory training as required. Work on special projects as required.
Required Competencies:
Core
- Customer service values and strengths, communication skills, ability to work effectively independently and within a team. Leadership
- Strong and effective leadership qualities that are measurable and observable behaviors. (honesty, integrity, confidence, inspire others, commitment, passion) Technical
- Strong technical skills and knowledge needed for an IT service delivery role. General
- Combination of abilities, motivations, and traits required to perform effectively in a wide range of Information Technology jobs. (communication skills, teamwork, presentation, creativity)
Required Qualifications:
In-depth knowledge and concepts of computer hardware and software within a Microsoft Windows environment. Excellent customer service skills. Ability to logically troubleshoot and resolve complex technology issues. Ability to exercise sound judgment and work independently. Ability to establish rapport with others. Ability to prepare and use technical documentation and flow charts. Ability to manage vendors when problems are escalated. Demonstrate ownership of the support ticket lifecycle. 3-7 Years of Tier 2 PC/Computer support. Prioritize effectively and work efficiently with little supervision Actively engages with IT Leadership, business owners, and vendors to develop future hardware and software requirements. Knowledge of servers and networking technology a plus. Project management experience a plus
About Kyyba: Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances. At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development. Disclaimer: Kyyba is an Equal Opportunity Employer. Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Minorities / Females / Protected Veterans / Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need. Rewards: Medical, dental, vision 401k Term life Voluntary life and disability insurance Optional Pre-paid legal plan Optional Identity theft plan Optional Medical and dependent FSA Work-visa sponsorship Opportunity for advancement Long-term assignment with opportunity for hire by client
SELECT AWARDS
An INC 5000 company for 10 years Corp! Michigan Economic Bright Spots Crain's Detroit Business Top Staffing Service Companies in Detroit TechServe Alliance Excellence Award- IT and Engineering Staffing & Solutions Best of MichBusiness winner in HR Wizards & Partnerships Metro Detroit Elite Category: Recruitment, Selection & Orientation for 101 Best & Brightest 101 Best & Brightest Companies to Work for in Michigan