STAND 8 is a global leader providing end-to-end IT Solutions. We solve business problems through PEOPLE, PROCESS, and TECHNOLOGY and are looking for individuals to help us scale software projects designed to change the world!

This is an exciting opportunity for a Client Services Help Desk Representative to work with our Global Media client!

Principal Responsibilities

• Troubleshoots user problems requiring a working understanding of the Macintosh and Windows desktop environment and a basic understanding of inter-related technologies.
• Required to manage ticket queues, ticket escalation, and ensure that all technical support issues raised are followed to resolution.
• The help desk Representative should have excellent interpersonal and conflict management skills. Ultimately, a help desk Representative should be able to ensure that our clients receive professional and efficient technical assistance.
• Managing, entering ,and monitoring tickets in the Service Now ticketing system used by the Help Desk team.
• Communicates with clients and provides in-person and remote support as needed.
• Perform password resets for computer and voicemail applications
• Monitors open Incidents on daily basis to ensure that requests are being handled in a timely manner.
• Escalates incidents / service requests as appropriate.
• Can problem-solve a variety of standard desktop software (Macintosh, and Windows computers ) problems.
• Able to assist with and install standard applications.
• Supports mobile devices, installing, troubleshooting and supporting Okta 2 factor authentication software as needed.
• Documents problems and resolutions.
• Follows up with the customer to ensure that problems have been addressed successfully.
• Possesses working knowledge of standard software and able to address many issues by following established procedures.
• Has a basic understanding of network connectivity.
• Provide phone support for basic questions about mobile devices (Iphones, Ipads, Adroid tablets)

Job Skills

• Demonstrate basic knowledge of various aplications, such as: Adobe Creative Suite, and Microsoft Office appslications.
• Strong customer service skills, positive attitude, exceptional problem- solving, communication, and organizational skills.
• Strong knowledge of Help Desk ticketing software (i.e. ServiceNow).
• Basic understanding of how to troubleshoot remote technologies (i.e. VPN, Citrix Client, Remote Desktop and wireless solutions).
• Working knowledge of Microsoft Operating Systems and Mac Operating Systems.
• Ability to work effectively and as a valued team member.
• Strong communications and customer management skills required
• Able to resolve basic software problems, and demonstrates the ability to learn new processes.
• Has a general understanding of the company’s products, services and basic business processes, and the ability to prioritize the criticality of a user area or application requiring support.
• Understands the technology organization and where to escalate customer or operational problems.
• Can effectively choose from among many different procedures or approaches in order to implement a solution.
• Courteous and tactful at all times with customers and colleagues. Diffuses problem situations effectively. Is always seen by customers as professional and helpful.
• Effectively probes customers to determine the actual nature, or underlying cause, of a customer problem.
• Operates effectively as part of a larger team and in managing his\her own work.
• Initiative - Volunteers readily; Seeks increased responsibilities; Asks for, and offers help when needed.

Education
Typical candidates will possess 2+ years of experience in a technical support role, potentially including “hands on” internship experience.

Skill Requirements and Experience

• Minimum of 2 years work related experience.
• Good Working Knowledge of the Service Now ticketing system.
• Strong desire to help others (customer service), friendly, motivated, positive attitude, excellent problem solving, verbal and written communication skills.
• Good working Knowledge of Microsoft Office Suites, including Outlook Office 2016 and Office for Mac 2016\2019).
• Basic understanding of Microsoft Operating Systems (Windows 10).
• Basic understanding of Macintosh Operation Systems (Catalina, Big Sur, and Ventura).
• Basic understanding of wireless devices and printer functionality.
• Basic troubleshooting knowledge of remote technologies (RDP, VPN, Citrix, etc.).
• Basic troubleshoot knowledge of wireless handheld devices (Android, iPhone, iPad, etc).
• Previous experience with tracking tickets in an incident management system.
• Excellent ability to follow procedures and processes to ensure we remain IT Compliant.
• Working knowledge of Active Directory is desired.
• Ability to keep pace in a fast moving environment.
• Proven track record of being detail oriented, with outstanding follow-through.
• Ability to communicate technical subject matter to non-technical staff.
• Basic Knowledge of Video Conferencing systems.

The US base range for this contract position is $20 - $26/hour. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.