SHAWNEE Technologies Hiring for Help Desk Coordinator at Raleigh, NC Full Time

Monitors, researches and analyzes incident tickets and service requests; assigns and/or
escalates tickets and requests to the appropriate responsible team(s).
– Serves as the liaison between Level 1 (help desk) and the Level 2 (desktop support) teams;
ensures correct ticket/request routing from Level 1 to Level 2.
– Monitors ticket/request activity to ensure agreed upon service level agreements (SLAs) are
being met; facilitates resolution of tickets/requests that exceed SLAs.
– Uses ITIL/IT Service Management best practices to identify and analyze patterns and trends
from a variety of data sources; follows best practices to ensure help desk service provider
SLAs are being met.
– Coordinates with Level 1 and Level 2 teams for the creation/update of knowledgebase
articles, that will promote self-resolution for common issues.
– Provides Level 1 and Level 2 support to end-users, performing troubleshooting, configuration
and repair of laptop hardware; diagnoses and resolves end-user hardware and software
issues.
– Reviews Level 1 ticket status; reports against issues with ticket closure, escalation, ticket
quality, ticket survey responses, etc.; completes respective reporting activities for the Level 1
help desk; coordinates weekly report review with management.
– Reviews recorded Level 1 help desk calls to identify areas of improvement for telephonic
engagement with end-users.
– Facilitates the on-boarding of new hires and the off-boarding of separated employees, in
partnership with Level 1 and Level 2 teams.
– Conducts training related to ticketing system for Level 2 technicians.
– Assists with major (Priority 1) incidents including issue definition, action plan and success
criteria. Communicates with affected groups, stakeholders and end-users about the impact to
business operations.
– Attends training and/or industry seminars as appropriate, to stay abreast of current
technologies, trends and directions.
– Performs additional duties as assigned.

Job Type: Contract

Pay: $17.00 – $19.00 per hour

COVID-19 considerations:
Must be vaccinated

Ability to commute/relocate:

• Raleigh, NC: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location