Help Desk Technician III / Remote (Salem, OR ), 6 months Contract
Job title: Help Desk Technician III / Remote (Salem, OR ), 6 months Contract in Salem, OR at Suncap Technology
Company: Suncap Technology
Job description: The Office of Information Services (OIS) Customer Service and Support (CSS) team is looking for skilled Help Desk Technician III support for the UPN Project (User Principal Name Project).
The UPN Project has a planned roll out in January 2023, impacting approximately 20,000 OHA, ODHS, and OIS staff and partners. To facilitate successful implementation of the UPN program, this position will focus on providing direct support via phone, tickets, and chat to users who are impacted. In addition, the Key Person will provide backup support to the Tier 1 Service Desk team by supporting work tickets that may be unrelated to the UPN Project.Scope of work:
Answering phone calls, working tickets, and responding to chats related to the UPN Project
Document issues using the CA ticket system
Identify and report trends related to the UPN Project
Provide backup support to the Tier 1 Service Desk team which may be unrelated to the UPN Project
Required skills and experience:
Minimum 3 years of large volume technical call center experience
Minimum 3 years of technical background focusing on troubleshooting common computer issues
Minimum 3 years of customer service experience in a technical support environment
Possesses critical thinking and root-cause analysis skills
Ability to stay on task
Experience supporting Microsoft 365 and OneDrive
Experience supporting MFA (Multi-Factor Authentication)
Experience using a ticketing system to track work
Ability to take phone calls and wear a headset for long periods of time
Ability to communicate effectively through written communications
Skills Operating Systems Windows 9x/2000/XP/NT/Vista/7 Proficient (4-6 Years) Yes
Skills Others Technical Support Minimum 3 years of experience in large volume call center and technical support environment Proficient (4-6 Years) Yes
Skills Others Windows 10 Proficient (4-6 Years) Yes
Skills Others Call Center Software Proficient (4-6 Years) No
Skills Others M365 2 Years of experience Required Novice (1-3 Years) Yes
Skills Others Multi-Factor Authentication (MFA) 2 Years of experience Required Novice (1-3 Years) Yes
Skills Others OneDrive 2 Years of experience Required Novice (1-3 Years) Yes
Skills Others Root-Cause Analysis Proficient (4-6 Years) Yes
Skills Others Communication skills both verbal and written Proficient (4-6 Years) Yes
Skills Others Learning ability Proficient (4-6 Years) Yes
Skills Others Team work Proficient (4-6 Years) Yes
Skills Tools MicrosoftOffice Proficient (4-6 Years) Yes
Expected salary:
Location: Salem, OR
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Company: Suncap Technology
Job description: The Office of Information Services (OIS) Customer Service and Support (CSS) team is looking for skilled Help Desk Technician III support for the UPN Project (User Principal Name Project).
The UPN Project has a planned roll out in January 2023, impacting approximately 20,000 OHA, ODHS, and OIS staff and partners. To facilitate successful implementation of the UPN program, this position will focus on providing direct support via phone, tickets, and chat to users who are impacted. In addition, the Key Person will provide backup support to the Tier 1 Service Desk team by supporting work tickets that may be unrelated to the UPN Project.Scope of work:
Answering phone calls, working tickets, and responding to chats related to the UPN Project
Document issues using the CA ticket system
Identify and report trends related to the UPN Project
Provide backup support to the Tier 1 Service Desk team which may be unrelated to the UPN Project
Required skills and experience:
Minimum 3 years of large volume technical call center experience
Minimum 3 years of technical background focusing on troubleshooting common computer issues
Minimum 3 years of customer service experience in a technical support environment
Possesses critical thinking and root-cause analysis skills
Ability to stay on task
Experience supporting Microsoft 365 and OneDrive
Experience supporting MFA (Multi-Factor Authentication)
Experience using a ticketing system to track work
Ability to take phone calls and wear a headset for long periods of time
Ability to communicate effectively through written communications
Skills Operating Systems Windows 9x/2000/XP/NT/Vista/7 Proficient (4-6 Years) Yes
Skills Others Technical Support Minimum 3 years of experience in large volume call center and technical support environment Proficient (4-6 Years) Yes
Skills Others Windows 10 Proficient (4-6 Years) Yes
Skills Others Call Center Software Proficient (4-6 Years) No
Skills Others M365 2 Years of experience Required Novice (1-3 Years) Yes
Skills Others Multi-Factor Authentication (MFA) 2 Years of experience Required Novice (1-3 Years) Yes
Skills Others OneDrive 2 Years of experience Required Novice (1-3 Years) Yes
Skills Others Root-Cause Analysis Proficient (4-6 Years) Yes
Skills Others Communication skills both verbal and written Proficient (4-6 Years) Yes
Skills Others Learning ability Proficient (4-6 Years) Yes
Skills Others Team work Proficient (4-6 Years) Yes
Skills Tools MicrosoftOffice Proficient (4-6 Years) Yes
Expected salary:
Location: Salem, OR
Apply for the job now!
Apply Now