Help Desk Level 2 SCA

Company Name:
Perot Systems
Dell Inc.''s wholly owned subsidiary Dell Services Federal Government, Inc. (DSFG) is seeking a Help Desk Level 2 Associate to create and work Help Desk tickets to final resolution. Monitoring, troubleshooting issues on the network. Perform, back-end network router, proxy/server web filter requests. Manage security software and end user education. Perform post resolution follow-ups to Helps Desk Tickets. Get involved with this Worldwide Operations Service Desk.
You will provide IT support services to our DoD client sites and functional organizations. This operation is the primary point of contact for our DoD service consumers and provides the focal point for coordination with our DoD client and their support organizations.The HelpDesk level 2 processes scheduled routines that present few difficult operating problems (e.g., infrequent or easily resolved error conditions). In response to computer output instructions or error conditions, this worker applies standard operating or corrective procedure, refers problems that do not respond to preplanned procedure, and may serve as an assistant operator, working under general supervision. Responds to complex technical problems/issues related to hardware, software and networking via email and phone Able to simultaneously support existing customer and customers with different procedural and ticketing requirement Assists customers by remotely diagnosing problems and providing resolutions for technical and service-related issues Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions Identifies and provides input on unique or recurring customer problems Remains knowledgeable of Dell''s product line, current industry products and technologies Focuses on delivering a positive customer experience according to Dell standards Monitors and tracks issues to ensure accurate resolution
2-3 years of experience with Windows XP, Windows 7 and MS Office 2003 and 2010
Desired- 2-3 years of experience with Gmail, iPhone and Android mobile devices in a corporate environment
Requires ITILv3 Foundations and HDI Customer Service Representative certifications

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