Job Details

Job Description

Johnson Service Group is recruiting, Help Desk Associate, for a 12-month contract assignment in Knoxville, TN. This onsite role offers a W2 hourly base rate with time and a half for overtime. Our clients targeted payrate is $45.00/hour.
US CITIZENSHIP IS REQUIRED

Project Overview:
Implements and recommends changes to the Information Technology (IT) plan on small, non-complex projects; configures and installs standard hardware and software; provides basic automation support and coordination to the project; implements the IT portion of the project closeout plan. Performs a broad range of varied automation and communications related work activities. Plans and schedules own work within a limited time horizon.

Job Summary:
Help Desk Operations

• Provide 24x7 first line support for IT services to internal users. You will respond to IT requests and incidents, troubleshoot issues, provide feedback, assist in the development of new procedures, and participate in the rollout of new technologies and services.
• Your work will contribute to enhanced performance of IT infrastructure, applications, network, and collaboration services globally.

IT Service Management

• Assist with the day-to-day IT Service Management process based on industry standards.
• You will help develop the roadmap and guides, define processes and data requirements, and establish metrics and reports.
• Your work will support performance analysis and decision making to help ensure infrastructure support is efficient, effective, and adheres to process policies and procedures.

Local Infrastructure/Deskside Operations

• Deploy and provide hardware and IT services to internal end users.
• You will diagnose and resolve hardware and software related issues, maintain and troubleshoot local IT infrastructure, network and collaboration services, and participate in the rollout of new technologies and services.
• Your work will contribute to improved incident resolution and customer service standards.

Mobility & Wireless Operations

• Identify, diagnose, and resolve problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, Smartphone, PDA, broadband and enterprise mobility management services.
• You will participate in the development and rollout of new technologies and services to enhance end user experience and meet business needs.

Major Responsibilities:
Local Infrastructure / Deskside Operations

• Deploys and provides end user hardware and IT services to internal users
• Diagnoses and resolves local Infrastructure, hardware & software related issues
• Follows standard operating procedures for IT request and incident services to the end-user
• Improves Incident resolution and customer service standards
• Maintains and troubleshoots local IT infrastructure, network and collaboration services including computer hardware, peripherals and VC equipment and associated end user performance issues
• Participates in the rollout of new technologies, services, and security remediations

Helpdesk Operations

• Provides 24 x 7 first line support for IT services to internal users
• Follows standard operating procedures for IT request and incident services to the end-user
• Troubleshoots end user performance issues for IT infrastructure, applications, network, and collaboration services globally
• Provides feedback and assist in development of procedures, work instructions and new scopes
• Participates in the rollout of new technologies, services, and security remediations

JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more. Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

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