[ref. x3430604] IT Operations Technician
Introduction
Visium Resources has been asked to identify qualified candidates for this IT Service Operations Technician position located in Tallahassee, FL. This position is a contract opportunity which is expected to be on-site for a duration of five months, with potential to convert to direct.IT Operations Technician Summary:
As an IT Service Operations Technician, you'll support employees, contingent staff, and vendor staff, with front-line IT support usually involving more customer interaction and individual issues to resolve, and second-line complex or escalated issues.
You will be critical to the one call one contact mission where you will support assigned issues form initiation to closure as the customer's single point of contact. This will include support via telephone, chat/teams, email, and self-service tickets as well as providing user set-up, changes, decommissioning and deskside support.
The selected resource will need to have experience setting up equipment, understanding of hardware, and experience with account provisioning.
IT Operations Technician Responsibilities:-Models' ethical behavior and executes job responsibilities in accordance with client's core values, ethics, and information protection policies.-Omni Channel IT Support: Respond to and fulfill service desk requests originating from all channels (Calls/ServiceDesk/Instant Message/Email/Text) within the Service Levels.-Responding to and prioritizing reported service incidents and coordinating with designated business coordinators.
Provide communication and updates via web portal and email.- Work with impacted IT teams to ensure timely closure of incidents and ensure documentation of Root Cause and remediation.
- Respond to catastrophes and support of catastrophe response.
Maintain presence as a 'single point of contact' for the customer, managing their requests to resolution.-Participate in and make suggestions on process improvement and streamlining of Service Operations Activities. Contribute to Help Desk knowledge base articles.