Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.
Key Responsibilities:
- Triage and Manage Incidents: Efficientlytriage and prioritize incidents and service requests using ServiceNow.
- User Interaction: Provide dailyassistance to walk-in users and remote users, helping them assess and resolvetheir IT issues.
- Answering Phones: Respond promptly tophone inquiries, providing immediate support and resolving user issues ordirecting calls as necessary.
- Customer Service: Exhibit stronginterpersonal skills and maintain a high level of customer service, ensuring apositive user experience.
- Problem-Solving: Quickly identify,troubleshoot, and resolve technical issues, escalating complex problems whennecessary.
- Documentation: Accurately document allincidents, requests, and resolutions in ServiceNow.
- Collaboration: Work closely with other ITteam members to ensure seamless support and knowledge sharing.
- Office Presence: Be available and presentat the office from 8:00 AM to 5:00 PM to assist users in person.
Work Schedule: Monday - Friday Onsite
Qualifications:
- Proven experience in a Service Desk or IT support role.
- Required 2 years of technical support experience.
- Proficiency in using ServiceNow for incident andrequest management.
- Excellent communication and interpersonalskills.
- Strong problem-solving abilities and technicaltroubleshooting skills.
- Ability to work effectively in a high-demandenvironment with challenging users.
- Commitment to maintaining a high level ofcustomer satisfaction.
Preferred Qualifications:
- Previous experience in a similar Service Desk or support and problemresolution role.
- Technical Certifications preferred: Candidate should have one of thefollowing certifications A+, Network+, or Security +, or a minimum 2 years oftechnical support skills on in a Service Desk role.
Familiarity with remote support tools andtechniques| Skill | Required /Desired | Amount | of Experience |
|---|---|---|---|
| Proficiency in using ServiceNow for incident and request management. | Required | 2 | Years |
| Required 2 years of technical support experience. | Required | 2 | Years |
| A+, Network+, or Security +, or a minimum 2 years of technical support skills on in a Service Desk role. | Highly desired | 2 | Years |
| No. | Question |
|---|---|
| Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement? |
| Question2 | What is your candidate's email address? |
| Question3 | If selected for engagement, your candidate's hourly Pay Rate must be at least -? Your candidate can be paid more; however, the hourly SRP Rate cannot exceed -? Do you agree to these requirements? |
| Question4 | The maximum mark-up for this engagement’s SRP rate is 35%. To be competitive on pricing, a mark-up below the 35% threshold is suggested. Do you agree to propose a mark-up at or below 35%? |
| Question5 | This assignment is contingent upon customer renewal and availability of adequate funding. Do you agree to this requirement? |
| Question6 | If selected for engagement, your candidate will be expected to start no later than 2 weeks (10 business days) after the client's selection date? Do you agree to this requirement? |
| Question7 | This position is onsite at 2 Martin Luther King, Jr. Drive SE, Suite 754, East Tower, Atlanta, GA 30334. Do you accept this requirement? |