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Information Technology Help Desk

Company: Cognizant
Location: Mesa
Posted on: January 16, 2023

Job Description:

Job Title: IT Service Desk TechnicianLocation: Mesa, AZ (Hybrid)

Educational Requirement Associates Degree preferred, HS Diploma required Relevant Experience and Minimum # of Years 1+ year of IT Service Desk/Help Desk experience in a 24x7 operations with an Associates Degree. 2+ years of IT Service Desk/Help Desk experience in a 24x7 operations with a HS Diploma. Experience in use of Service Desk voice, email, chat and ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point, etc.

  • Preferable experience in supporting IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, displays, retail store level software support, etc.
  • Technical proficiency with MS operating systems and MS suites, desktop and mobile applications
  • HW/SW troubleshooting skills preferably in retail store POS (Point of Sale) systems
  • Network connectivity, dial up and wireless systems troubleshooting skills
  • Knowledge on active directory, domain controllers, password reset tools, etc.
  • Knowledge on Mobile Device Management for Apple devices (iOS) using VMware AirWatch or through AWS Cloud
  • Work experience with Global clients (preferred)
  • Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
  • Willing to work in a 24x7 environment
  • Understanding Contact/call center metrics
  • 12+ months of Overall IT Service Desk experience (IT Retail Store support preferred)
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
    • Work experience in supporting IT service desk or support center for retail store employees and corporate support
    • Good communication skills and customer management experience
    • Good Analytical & Coordination skills
    • Excellent Customer Service skills
    • Good understanding of Computers and technical Troubleshooting skills
    • Good interpersonal skills
    • Excellent Soft skills for handling Voice, Email & Chat transactions
    • Strong multitasking skills handling voice calls and document records at the same time
    • Collaborate with Team Leads in terms of Service Outages
    • Excellent knowledge on Windows Operating system
    • Good understanding of Microsoft Office suite
    • Critical Situation management
    • Understanding of Total Case Ownership
    • Handle L1/L1.5 calls originating from Retail Stores
    • Handle calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc.
    • Create & Update Knowledge Document
    • Work with L2 team on improving L1/L1.5 Resolution
    • Perform approved L2 troubleshooting steps

Keywords: Cognizant, Mesa , Information Technology Help Desk, IT / Software / Systems , Mesa, Arizona

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