Service Desk (Dallas Night Shift)
Job ID: 109988
Location: Reston , VA [Remote]
Salary: $17.00 - $20.00 USD Hourly
Category: Infrastructure
Employment Type: Contract
Our client is currently seeking a dedicated and skilled Service Desk Agent to join their IT support team. This entry-level position is crucial for ensuring the smooth operation of IT services through effective handling of service requests and incident resolutions. The role operates within a 24x7x365 environment, requiring flexibility to work various day and/or evening shifts. This position provides a unique opportunity to kickstart your career in IT support, offering onsite business support in a dynamic setting.
Responsibilities:
- Answer incoming customer calls and make outbound calls to resolve IT issues efficiently.
- Monitor operational dashboards and group email inboxes to create, resolve, and escalate operational incidents and service requests as needed.
- Adhere to established Incident Management Processes and Procedures when classifying, prioritizing, and escalating incidents.
- Provide first-level contact and problem resolution for all users with hardware, software, and application problems.
- Document incident status and solutions in incident database tools and update incident records.
- Escalate unresolved calls to appropriate support specialist or service group.
- Assist in the coordination of end-user support activities.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Qualifications:
- Proven experience in customer service or IT helpdesk roles preferred.
- Strong understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills, capable of effectively managing customer expectations.
- Availability to work in shifts covering a 24x7x365 environment.
- Experience with Incident Management software and processes is a plus.
- High school diploma or equivalent; further certifications in IT are advantageous.
- Strong problem-solving and analytical skills.
- Dedication to continuous learning and improvement in IT support.
About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, “We care about people,” isn’t just a tagline – it’s the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.
Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women’s services, we pride ourselves on our commitment to quality and service.