• Service Desk Technician

    Job Location(s) US-MO-St. Louis
    Posted Date 1 month ago(6/6/2018 3:57 PM)
    Job ID
    2018-5126
    # of Openings
    1
    Category
    Corporate - Internal IT Support
  • Overview

    Perficient

     

    At Perficient you’ll deliver mission-critical technology and business solutions to Fortune 500 companies and some of the most recognized brands on the planet. And you’ll do it with cutting-edge technologies, thanks to our close partnerships with the world’s biggest vendors. Our network of offices across North America, as well as locations in India and China, will give you the opportunity to spread your wings, too.

     

    We’re proud to be publicly recognized as a “Top Workplace” year after year. This is due, in no small part, to our entrepreneurial attitude and collaborative spirit that sets us apart and keeps our colleagues impassioned, driven, and fulfilled.

     

    Perficient currently has a career opportunity for a Service Desk Technician in our St. Louis office.

     

    Job Overview:

    Provide tier 1 technical support to all Perficient employees and contractors while providing excellent customer service, satisfaction, and timeliness via telephone, remote access, desk side support and email. Troubleshoot software and hardware issues to resolution.  Escalation of unresolved issues to the appropriate 2nd or 3rd level support teams.

     

     

    Responsibilities

    • Serve as first point of contact for customers seeking broad IT related technical assistance for hardware and software issues via ticketing system, phone, email or chat
    • Perform remote troubleshooting thru troubleshooting and diagnosis supporting platforms including but not limited to MAC and Windows
    • Document, track and monitor issues to ensure timely resolution
    • Ensure adherence to service level agreements.
    • Follow standard and documented service desk procedures and policies
    • Provide world class customer care and communication
    • Organize requests according to priority
    • Configure, tag, deliver and set up end-user hardware, software and peripherals
    • Use Active Directory for user creation, permissions, group policies, etc. and determine what is applied
    • Provide user education using non-technical terms
    • Create or update documentation to reflect current procedures and policies. Provide improvements to the problem management system
    • Maintain asset inventory and tracking
    • Provide reporting to management as required
    • Establish and maintain a client relationship with a customer service perspective that is empathetic, professional, courteous and respectful
    • Complete hardware and software upgrades
    • Handle IT hardware and software procurement requests
    •  

     

    Qualifications

    • 3+ years of experience with Microsoft Windows OS administration, configuration, and installation to include Windows 7, 8, and 10 in an enterprise environment.
    • Working knowledge of Microsoft Office suite.
    • Working knowledge of computer hardware and printers in an enterprise environment.
    • Highly self-motivated and directed.
    • Ability to conduct research into a wide range of computing issues as required.
    • Ability to absorb and retain information quickly.
    • Ability to present technical ideas in user-friendly language.
    • Excellent customer service skills.
    • Ability to provide technical support to end users over the telephone, through chat and/or email and through other service management tools.
    • Strong written and verbal communication skills are required.
    • Ability to use active listening skills to establish trust and build rapport courteously and effectively.
    • Actively support team as needed with special projects.
    • Accurately analyze customer requests, work within established guidelines and maintain accurate documentation.

    Preferred skills:

    • Bachelor’s degree with emphasis in computer science, math, or engineering
    • Previous customer service experience providing technical support is strongly desired
    • Active Directory administration
    • Microsoft Lync experience
    • A+ Certification
    • Network+ Certification
    • ITIL v3 Foundation
    • HDI Certifications

    Perficient full-time employees receive complete and competitive benefits. We offer a collaborative work environment, competitive compensation, generous work/life opportunities and an outstanding benefits package that includes paid time off plus holidays. In addition, all colleagues are eligible for a number of rewards and recognition programs including billable bonus opportunities. Encouraging a healthy work/life balance and providing our colleagues great benefits are just part of what makes Perficient a great place to work. 

     

    More About Perficient

     

    Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution and value with outstanding digital experience, business optimization and industry solutions.

     

    Our work enables clients to improve productivity and competitiveness; grow and strengthen relationships with customers, suppliers and partners; and reduce costs.  Perficient's professionals serve clients from a network of offices across North America and offshore locations in India and China. Traded on the Nasdaq Global Select Market, Perficient is a member of the Russell 2000 index and the S&P SmallCap 600 index.

     

    Perficient is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national, origin, disability status, protected veteran status, or any other characteristic protected by law.

     

    Disclaimer:  The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification.  Management retains the discretion to add or change the duties of the position at any time. 

     

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