Description:
These positions will be 100% onsite to start and once the candidate demonstrates the ability to work independently and meet performance expectations, a hybrid work schedule will be available. This usually takes 3-6 months of work before the candidate is ready to be considered for the hybrid work schedule.
New workers starting on assignments will be onsite at the TSC: Provides opportunity for in-person training and mentorship from fellow team members
Workers to be assessed for hybrid work model: Workers will be assessed based on criteria such as training completion, grasp of training material, ability to work independently and meeting assignment metrics
Are these Web chat positions or the more customer-focused IT Help Desk positions? Customer-focused IT Help Desk positions. What are the words per minute that you would like to see for these candidates? Minimum of 35WPM. Please attach the typing test results in Fieldglass. Do you usually ask for a Associates or Bachelor’s degree? Or have you been seeing candidates without either? No degree requirement but preferred; any computer related certification qualify as well. Please submit candidates with 1 year help desk/customer service experience. What shift will these positions be for? Shifts are TBD. Their core schedule will be Monday through Friday, starting between 6:00 am-9:30 am.
What are the top personality traits or skills sets that make a contractor successful at the TSC?
- Windows Microsoft application experience
- Troubleshooting IT related issues (preferably with call center experience)
- iOS (iPhone, iPad) application support and troubleshooting
- Computer networking experience, including LAN, Wi-Fi, printers, and peripheral device
- Driven to help and support clients with outstanding customer service.
- Ability to meet attendance expectations.
Provides client desktop support with basic level technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment
In Tier 1 technical scope, effectively troubleshoots desktop and mobile computing devices, network and peripheral issues; identifies and engages needed resources to remedy problems; Diagnoses and resolves technical issues that require in-depth analysis, such as application, hardware, and software problems; Takes appropriate action (e.g., phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.)
After-hours analysts provide support after core hours. Contacts On-call support for urgent issues on applications used by clients
Administers active 2-way communications and ''knowledge transfer'' within assigned team/function, both planned/advance notice and real-time
Fosters strong Teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholders
Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents Must be able to follow through on assigned tags to completion
Assesses and ensures process and work conforms to existing policies, standards and guidelines
Correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events
Monitor network devices, interfaces and applications through intelligent devices and automated programs across the Client enterprise for alarms/alerts received from incidents, unauthorized or failed changes
Manage alarms and alerts received from existing monitoring programs using previously defined business rules
Completing documentation of service requests within established time frames
Minimum Qualifications
High School Diploma or equivalent
1 year of IT service/help desk operations experience
Complete service requests and troubleshoot computer and device problems via the telephone & web channels
Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment
Strong client customer skills
Ability to learn quickly and transfer essential knowledge to team members
Capable analytical skills
Teamwork is essential
Strong communication skills
Demonstrates work quality and efficiency
Open and adaptable to change
Passion for safety
Desired Qualifications
Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
1 year of general customer service experience in retail, or call center sales or service role
IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation
Qualitative and quantitative analytic & problem solving skills
Ability to learn new concepts quickly
Organizational skills
Advanced verbal and written communication skills
Proficient in Microsoft Excel and Word
Is able to work independently or as part of a team
Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP
Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks
Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline
Company is an AA/EEO employer that actively pursues and hires a diverse workforce.
- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
The interactions that I have had with your representatives have always been prompt and very professional. I am very pleased and impressed with your company and services.
Sioe, Consultant
Working for Rose International was the most pleasant assignment I have ever had. They were always on top of situations when necessary, and very helpful. I was very proud to be an employee of Rose International, and would recommend anyone to try to work with them.
Melvon, Consultant
I believe the best thing that Rose HR has going for it is the incredible responsiveness. Everyone is very quick to reply to any concerns, and contacts the contracted employees very quickly and efficiently.
Kevin, Consultant
Rose International maintained good communication during assignments and are very informative through email and phone calls.
Sade, Consultant
Each time I contacted Rose, I was completely satisfied with the great attention and customer service I received. Each person was extremely knowledgeable and patient with my concerns or questions.
Diana, Consultant
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