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Service Desk Associate
Mentor, OH, US
Information Technology
High School or equivalent
Full Time, Temporary
Experienced (Non-Manager)
On-site
Biotechnology/Pharmaceuticals
First Shift (Day)
Mentor, OH, US
Experienced (Non-Manager)
Full Time, Temporary
Biotechnology/Pharmaceuticals
On-site
Information Technology
High School or equivalent
First Shift (Day)
Job details
Every day, Kelly Services connects professionals with opportunities to advance their careers. We currently have an exciting contract opportunity with one of our leading clients!
Title: Service Desk Associate
Location: Mentor, OH
Duration: Long term
Pay: $20 – $23/hour
Overview
- Front-line IT customer support / Global support across company
- Provides first level Service Desk support to internal company employees for end user problems and requests.
- Provides remote computer support to USA and Global facility and home-based users.
- Uses problem recognition, research, isolation and resolutions steps to diagnose hardware, software and business application problems. Performs wireless device support.
- Monitors and responds to problems assigned in a ticketing system recording conversations and troubleshooting in detail.
Responsibility Allocation
End User Support – 90%
- Provide first level Service Desk support to STERIS employees.
- Provides phone support for end user problems and requests.
- Diagnose hardware, software and business application problems.
- Uses appropriate problem recognition, research, isolation and resolution steps.
- Perform computer hardware and software related repairs.
- Perform wireless device troubleshooting.
- Keeps detailed record of customer conversation and troubleshooting steps to resolve an issue.
- Provides support for facility, remote facility and home-based users.
- Provides support for USA and other global facilities.
- Monitors and responds to ticketing system assignments.
- Assists with training customers on desktop applications, softwarehardware platforms.
- Escalates when needed, notifying appropriate I.T. resource.
- Participates in on-call rotation of Service Desk after-hours support.
End User Administration – 10%
- Basic user setup for network accounts, computer accounts, business application accounts.
- Configures and deploys mobile devices and performs wireless administration.
- Creates and maintains standard operating procedures and knowledge base articles.
Required Qualifications
- High school diploma. Bachelor’s degree preferred
- Open to undergrads currently enrolled in IT related majors
- Minimum of 1 year IT experience
- Customer Service experience
- Desktop/IT Support experience preferred (w/ ITIL background knowledge; Incident Management, Problem Management, etc.)
- Working with team to troubleshoot and learning how to jump into call queue
Additional Information
- Monday – Friday / 7am – 4pm, 8am – 5pm, or 9am – 6pm
- No end date on contract, but would be available to apply for long-term hire depending on opening
- Interview Process: Teams interview (15 min), 2 onsite team interviews (30 min & 45 min)
Important information: This position is recruited for by a remote Kelly office, not your local Kelly branch. Applicants must be legally permitted to work in the United States. Please contact Taryn Carbone (taryn.carbone@kellyengineering.com) for immediate consideration.
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