17 days old

Help Desk Level 1

Kelly Services
Morrisville, NC 27560
Help Desk Analyst

Morrisville, NC

6-month contract-to-perm



The Customer Support Specialist is part of our 24x7 Customer Service Center and is responsible for providing 1st Level Service Desk support for our companys customers.

Duties include, but are not limited to:

Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests

Respond to alerts/alarms according to standard operating procedures

Serve as initial responder within the hosted environment in notification, identifying, troubleshooting, and resolving issues

Monitor and troubleshoot all production networks, servers, applications and services. Evaluate and escalate issues as needed

Provide remote technical support via a combination of telephone and remote support tools

Communicate (both verbally and in writing) with customers in a formal and professional manner

Create and manage the lifecycle of Incidents and Service requests in the companys trouble ticketing system

Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues

Implement and strictly follow change management procedures and systems

Work with third party vendors both during routine deployment and outages. Ensure escalations are handled in a professional, consistent, and relentless manner.

Meet or exceed all Incident Management Standards, including customer SLAs and internal ticketing standards

Manage LANDesk environment and users Become SME on assigned technology and train the rest of the team

Perform end client deployment and maintain the deployment server

Conduct mobile device management for multiple customers


A BA/BS in Computer Science or related field or equivalent in real-world experience

The ability to troubleshoot technical issues related to Windows 7, Windows 8, and MS Office applications

Strong verbal and written communication skills; ability to remain composed and professional in stressful, high pressure situations.

Good understanding of ITIL and IT Service Management concepts

Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization

Ability to identify and troubleshoot critical customer servers to prevent interruption of business, loss of data, and potential loss of income to both customer and company


1-2 years of work experience

Windows OS ( 7,8,10)

MS Office


Basic Active Directory (pw reset)

**Why Kelly** **** **?**

With Kelly, youll have direct connections to leading IT organizations in the best companies around the globeoffering you the chance to work on some of todays most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 90 of the Fortune 100 companies companies and found opportunities for more than 8,600 IT professionals last year. Let us help advance your career today.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.
Posted: 2019-11-01 Expires: 2019-12-02

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Help Desk Level 1

Kelly Services
Morrisville, NC 27560

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