Job description

Hi,

Hope you are doing great today……!!!!!!!!

This is Ch sriram from Kani Solutions

Please review the Job Description and if interested please get back to me with your updated resume Expect pay ASAP….

Title: IT Service Desk Coordinator/Specialist

Location: Simi Valley, CA

Duration: 6 Months (potential to extend)

• Level 2 or higher hands-on IT Troubleshooting Skills, including experience with Active Directory, Windows Workstations, VPN Connectivity, Basic Networking, and MS Office Applications
• Ticketing system in Ivanti but other ticketing systems would work fine.
• The IT Service Desk Coordinator is expected to ensure that all tickets are up to date and handled in a timely fashion and will serve as the primary point of contact for the IT helpdesk.
• This position requires strong leadership and communication skills and the ability to constantly multitask.

Job Duties:

• Foster positive end-user relationships and drive customer satisfaction
• Ensure IT Service Desk SLAs are met or exceeded.
• Answer, evaluate and prioritize incoming helpdesk calls, e-mails, and self-service requests based on production and business impact.
• Monitor ticket volume and performance metrics while supporting the team in exceeding expectations.
• Monitor Level 1 technicians’ workload and assign tickets based on staff availability.
• Act as the point of contact for all software, network, and server team escalations
• Follow up on escalations to ensure they are completed in a timely fashion, engaging team managers as needed.
• Deliver frontline technical support when all helpdesk resources are assisting other end-users.
• Define and implement process and procedures for supporting all departments across the organization, following ITIL standards and best practices.
• Develop and maintain internal Technical Support Runbook and End-User Facing Knowledgebase for common issues.

Required Skills / Experience:

• Bachelors or associate degree in computer science or information Systems, or equivalent relevant experience in addition to the minimum experience requirement
• Minimum of 5 years’ professional or technical experience in IT with a strong background in all aspects of customer service
• Minimum of 3 years’ experience coordinating an IT Helpdesk of similar size and complexity
• Level 2 or higher hands-on IT Troubleshooting Skills, including experience with Active Directory, Windows Workstations, VPN Connectivity, Basic Networking, and MS Office Applications
• Solid technical background with an ability to give instructions to a non-technical audience.
• Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
• Experience writing and maintaining knowledgebase or technical instruction documents and associated SOPs.

Preferred Skills / Experience:

• ITIL Foundations Course and/or Certification Experience with Ivanti Neurons or Ivanti IT Service Manager (ITSM)

Best regards,

www.kanisolutions.com

CH Sriram

Recruiter

Email: ch.sriram@kanisol.com

Desk : (609)-363-9566

155 Village Blvd, Suite 205, Princeton, NJ 08540

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Job Type: Contract

Salary: $15.00 - $40.21 per hour

Experience level:

• 8 years

Schedule:

• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: On the road

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