IT Service Desk

IT Service Desk

BCforward is currently seeking a highly motivated IT Service Desk for a Remote opportunity (Eastern Time)

Position Title: IT Service Desk

Location: Remote (ET)

Anticipated Start Date: February 3rd, 2025

Please note this is the target date and it is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 6+ months (with possibility of extension or conversion)

Job Type: Contract, 40 HRS WEEKLY, Remote

Pay Range: $19 - $20/hr.

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Description

Working Hours: Monday - Friday - Primetime shifts (8 hours between 7am and 7pm ET)

Responsibilities:

The Service Desk receives and responds to a wide variety of questions and requests, including IT support (password resets, laptop issues, application support, etc.), Human Resources and Benefits questions, Time and Expense entry questions, Security incidents and questions, Accounting and Finance questions, and more. The position is a 100% remote/work-from-home position. A company laptop and headset are provided to all agents. Due to the nature of our work, security is a primary concern. All agents are expected to maintain the highest security posture and comply with all relevant policies and procedures.

Contractor positions are based on a 6-month contract period. Unless otherwise stated, these positions are extendable, based on performance and business need.

Basic Job Duties

• Receive and respond to support requests via inbound and outbound phone calls, web chat, email, and the self-service portal.
• Log all incoming work, and record sufficient information to facilitate effective incidents, problem, or request processing.
• Escalate incidents, problems, and requests that cannot be resolved by the Service Desk to the appropriate Service Delivery team and monitor progress of escalations.
• Follow up on unresolved tickets, obtain user feedback, and close incidents, problems, and requests.
• Communicate the status of all open incidents, problems, and requests.
• Serve as the first point of contact for all incidents, problems, and requests.
• Follow all prescribed procedures and policies.
• Assist with other support areas and special projects as assigned (e.g., office hours, orientation, individual and project-specific support)
• Other duties and responsibilities as assigned.

Prerequisites

• Stable and relatively fast, unmetered Internet connection
• A distraction-free environment from which to work
• A smartphone capable of installing Microsoft Authenticator app for multi-factor authentication
• Ability to work remotely (self-motivated, independent, technologically savvy)
• Strong customer service skills which include professionalism, strong communication skills and strong written skills

General Work Expectations

• Regular attendance and prompt notification/communication when issues arise impacting attendance.
• Start work at the scheduled start time.
• Remain available during shift to answer incoming calls and chats unless specifically directed or approved by a Senior Agent or Lead.
• Maintain a 15-minute average maximum call time and a 3-minute maximum call wrap-up.
• Create and/or work a minimum of 20 incidents per day average.
• Communicate status changes in the SD General Chat channel.

Qualifications

Basic Qualifications:

• 1 year of experience on a service/help desk team or 5 years in a Customer Support role
• 1 year experience with enterprise Service Desk ticketing solutions
• 1 year experience with enterprise self-service portal solutions

Preferred Skills:

• Experience with the Microsoft Office Suite and Microsoft Teams
• Experience with the ServiceNow platform
• Experience with a call-center solution (e.g., Nice CXone)
• Previous work on US Federal engagements
• ITIL v3 Foundation Certification or ITIL v2 Certification or other IT-related certifications
• Microsoft Operations Framework Certification

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 233911 when responding to this ad.

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