Help Desk Support / Help Desk Specialist III

A client with Kforce is seeking a Help Desk Support/Help Desk Specialist III to join their team in Tucson, AZ. Summary: In this role, you will provide technical support to internal employees who service our customers. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues in a dynamic, fast-paced environment. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing a customer obsessed, high touch level of support to the employee community. Responsibilities:

• In-depth technical troubleshooting of software, and connectivity issues for remote employees
• Assist customers in gaining access to various systems
• Monitor for incoming issues, determine root cause and either fix or escalate
• Log all contacts into Incident Management System (ServiceNow)
• Partner with appropriate teams to resolve or properly close aging tickets
• Communicate contact trends and challenges in team meetings
• Take on small projects from start to finish focused on streamlining ATLAS processes
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Asynchronously communicate effectively with customers in a manner that reduces downtime
• Escalate systemic outages to Incident Management Team and advocate for resolution
• Collaborate with peers while solving customer problems in a fast-paced environment
• Self-motivation - displays a willingness to take on tasks without being asked
• Comfortable in a constantly changing environment
• Comfortable supporting a wide range of end-user issues
• Able to provide outstanding customer service to users with a wide range of backgrounds and technical abilities
• Able to maintain focus on new, incoming issues while continuing to work on existing tasks
• Ability to reduce obscure problems within complicated distributed systems
• Willingness to engage other support teams, seek help, ask questions
• Passionate about providing excellent customer service and follow-thru to completion
• Falls in love with the customer problem and puts themselves in the customer's situation
• Communication - Translate technical jargon into a communication that is digestible by end users

• Help Desk, contact center, end-user tech support, -Geek Squad, -Genius Bar, - etc.
• Providing application support through asynchronous communication
• Partner and communicate with developers/engineers to solve application issues
• Customer facing break/fix for call center environments and remote workers
• Knowledge Centered Support (KCS); documentation and process
• Familiarity in supporting end-user issues with the following technologies but not limited to: Salesforce, VOIP, Interactive Intelligence, IVR, Multi-factor Authentication, Slack, Service-Now, video conferencing, remote desktop, etc.