PSP Help Desk Technician

IDEALFORCE has a CONTRACT position available immediately for a PSP Help Desk Technician to join our customer in Phoenix AZ. This is an ONSITE position. Please find below additional details about this job. Kindly respond with your most up to date resume if you would like to pursue this opportunity. Only Local Candidates are considered for this role.

Job Description
Entry level position in computer/network operations. Under general supervision, provides technical support by applying a broad understanding of computer systems products and services. It is designed to allow the incumbent to acquire the necessary skills, training and experience required to enter the classification of Computer/Network Operator. Assists with the duties and responsibilities of computer/network operations, including the operation of a large scale, systems-oriented electronic digital computer mainframe and its peripheral equipment. Responsible for work of average difficulty. Performs related duties as assigned.
Advancement to Computer/Network Operator is earned after satisfactory performance during contract period and successful completion of the Computer/Network Operator examination process.

Essential Functions (not intended to be all inclusive) Under direct supervision, participates in on-the-job training to develop competency in performing the following tasks:
1.Handle a large volume of incoming calls.
2. Aid users navigating the public service portal, answering questions, and providing step-by-step guidance for accessing services, submitting forms, or completing transactions.
3.Troubleshoot technical issues related to portal access, such as login problems, browser compatibility, and system errors, and provide solutions or escalate to technical teams if necessary.
4. Help users create, track, and update service requests or applications submitted through the portal, ensuring all required information is provided and processed correctly.
5.Assist users with account-related issues, such as password resets, registration, and updating personal information.
6. Accurately document all user interactions, issues, and resolutions in a ticketing management system.
7. Monitor the performance of the public service portal and report any downtime, errors, or system failures to the relevant technical teams.
8. Depending on the helpdesk setup, assistance can be provided via phone calls, email, chat, or ticketing systems.
9. Escalate unresolved or complex technical or service-related issues to the appropriate department or higher-level support teams.
10. Ensure all interactions comply with privacy policies and data protection regulations, safeguarding user information.
11. Assist in training new helpdesk operators, sharing best practices, technical knowledge, and customer service techniques.
12. Collaborate with other business units to ensure seamless resolution of cross-departmental issues and ensure users receive comprehensive assistance.
13. Generate reports on user interactions, service requests, technical issues, and resolution times to help assess the portal's performance and improve service delivery.
 
Skills Required 
Knowledge of:
1. The principles, capabilities and operation of modern data processing systems and software.
2. Basic computer components (e.g. memory, disk storage, tapes, terminal, printers, etc.) basic data communications terminology.
3. problem escalation procedures.

Ability to:
1. provide excellent and courteous customer service, even in high stress or contentious situations.
2. perform detailed keyboard work with a high degree of accuracy.
3. follow detailed verbal and written instructions.
4. establish and maintain cooperative relations with customers, vendors and other personnel.
5. use good judgment and caution to ensure computer procedures are executed properly.
6. communicate effectively both orally and in writing with Department employees and customers.
7. apply problem-solving techniques and adopt an appropriate course of action.
8. complete work activities using established procedures and guidelines.
9. operate computer/network equipment (e.g. line monitor, terminals, consoles, etc.).
10. complete work activities with minimal supervision.
11. take responsibility for actions. 
  
Experience Required And Education Required
Any combination of education, training or experience which provides a general knowledge of computer or data processing concepts. Requires successful completion of the examination process. 
  
    
THIRD PARTY CANDIDATES:
Email your candidate/s resume to  jb dot resumes at idealforce.com  along with the following details: Rate, Current location and Availability.

Disclaimer :
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.