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DivIHN (pronounced “divine”) is a CMMI ML3-certified Technology and Talent solutions firm. Driven by a unique Purpose, Culture, and Value Delivery Model, we enable meaningful connections between talented professionals and forward-thinking organizations. Since our formation in 2002, organizations across commercial and public sectors have been trusting us to help build their teams with exceptional temporary and permanent talent. Visit us at https://divihn.com/find-a-job/ to learn more and view our open positions. Please apply or call one of us to learn more For further inquiries about this opportunity, please contact our Talent Specialist Hema at (630) 847-0275 Title: Help Desk Specialist Duration: 6 Months Location: Santa Clara, CA Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered. This position is NonExempt. Hours over 40 will be paid at Time and a Half. Job Description: Review problem tickets and respond to user within established standards; resolve open tickets in a timely and professional manner; follow established SOP, BOP's; manage crisis escalation and escalate calls to other support groups if tickets cannot be resolved; provide a positive customer service experience to the customer; participate in other projects as requested. Competencies: Strong customer service; strong interpersonal, organizational and communication skills; ability to work in a fast paced changing environment; understanding of Windows based applications; ability to diagnose application software and hardware problems; ability to recognize priority issues and escalate accordingly; ability to translate technical terms into non-technical language; working knowledge of: Modems and data communications, checking PC network connections; identifying and correcting memory issues; resetting network and Internet passwords; using browser and network utilities; resetting Internet proxy configurations; install and setup applications; NT navigation and directory structure; Windows disk utilities to correct common errors; network error messages to determine causes. Qualifications: Associate's degree in Computer Science or a related discipline, and at least two, typically four years of experience in IT or an equivalent combination of education and work experience. Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently. Good analytical and communication skills, sound judgment, and the ability to work effectively with clients and other Systems Division staff. The managers prefer someone with strong skills in documentation, PowerPoint, and ServiceNow ticket, form workflow. Role Context Projects: end-user computing, desktop operation, and documentation updates. Typical day: review/update documentation, project status updates, follow-ups. Interaction: peer technicians, site manager, IT manager, business unit, hiring manager. Success in 90 days: understand ServiceNow workflow, SOP guidelines, and device imaging process. First time interviewing for this role. Candidate Profile Top required skills: Documentation, Process guideline, MS Office Suite - Formatting Word/Excel Raw Data Organization, VLOOKUP, Power BI, ServiceNow, PowerPoint, and Windows OS. Top preferred skills: self-driven, project responsibilities, and teamwork. Education: GED or AS degree. No medical/pharma experience needed. Systems: Windows OS daily. Personality: willing to learn, dependable. Interview Process Phone screening, then an in-person interview. One phone interview one in-person. The manager has no upcoming time off affecting scheduling. About us: DivIHN, the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration. DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status. Documentation, ServiceNow, vlookup