Providing IT support in Lisbon office for proSapient's client knowledge services. Handling technical issues, user support, and maintaining IT infrastructure compliance.
About the role
- Help Desk Technician III managing complex IT technical support requests. Collaborating on operational challenges and prioritizing tasks for Service Center Technicians while ensuring customer satisfaction.
Responsibilities
- The Help Desk Technician III handles the most complex IT technical support requests for the client’s user base.
- Manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution.
- Analyze and resolve operational problems for the technical support center and assist the client’s technical monitor in prioritizing tasks for the Service Center Technicians that are working on task resolution.
- Provide reports for technical support activity, property accountability, and event schedules.
- Other duties as assigned.
Requirements
- Associate degree or Certificate from technical training institute
- A minimum of three (3) years of computer support experience.
- Familiar with standalone and network computers and associated peripheral devices.
- Requires successful completion of a Public Trust Adjudication.
- Must be able to pass a background check.
- May require additional background checks as required by projects and/or clients at any time during employment.
- Minimum Skills: Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
- Exceptional verbal and written communication skills.
- Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
- Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
- Must be self-motivated and able to work well independently as well as on a multi-functional team.
- Ability to handle sensitive and confidential information appropriately
- Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
Benefits
- Medical, Dental and Vision Insurance
- Wellness Program
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability options
- Basic Life and AD&D Insurance (Company Provided)
- Voluntary Life and AD&D options
- 401(k) Retirement Savings Plan with matching after one year
- Paid Time Off
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