Infrastructure & Hardware Specialist I

WHO ARE WE?

CONNECTING PEOPLE AND WORK

TrueBlue (NYSE: TBI) is a leading staffing, recruiting, and workforce management company. The company fills individual positions on demand, staffs entire facilities, and manages outsourced recruiting processes and staffing vendor programs for a wide variety of clients. The company's specialized workforce solutions meet clients' needs for a reliable, efficient workforce in a wide variety of industries including-- construction, energy, manufacturing, financial services, pharmaceuticals, transportation, aviation, and energy.

TrueBlue assigns as many as 100,000 people to work each day, drawing from a database of hundreds of thousands of candidates, and places more than 250,000 people in permanent positions each year.

ROLE

This position provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personal requests for technical support. Documents, tracks and monitors issues to ensure a timey resolution.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide technical assistance and support for incoming queries/calls and issues related to computer systems and software

• Identify and diagnose issues and problems

• Categorize and record reported queries and provide solutions

• Support problem identification

• Advise users on appropriate course of action

• Monitor issues from start to resolution

• Escalate, if needed, unresolved problems to a higher level of support

• Provide essential online security advice and support

• Managing one or more customer service

• Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services

• Receives and handles requests for service, following agreed procedures

• Promptly allocates calls as appropriate

• Logs incidents and service requests and maintains relevant records

• Maintain technical documentation on Help Desk tickets, including tracking requests and documenting resolutions

• Identifies and classifies incident types and service interruptions

• Records incidents cataloging them by symptom and resolution

• During change, acts systematically to respond today by day operational needs and react to them, avoiding 5 service disruptions and maintaining coherence to (SLA) and information security requirements

• Type at least 45 WPM

• Proficient in basic troubleshooting

• Good grasp of Current Operating System functionality

• Proficient with Microsoft products

SKILLS and QUALIFICATIONS:

• Excellent Communication & Customer handling Skills

• ITIL process knowledge

• Well versed with Service Now ticketing tool

• Willing to learn

• Adhere to TB ITSD guidelines

• Good hands-on Hardware Troubleshooting-Printers, phones, network, desktop setups, etc.

• 1 Years of experience in the similar role