Help Desk Specialist

Quantam Solutions provides IT solutions and consulting for the Commonwealth of Kentucky. We offer a competitive hourly wage, health benefits, paid time off, and a 401(k) plan. We're currently seeking a Help Desk Specialist for the Commonwealth of Kentucky’s Commonwealth Office of Technology’s Commonwealth Service Desk. Candidates must be able to work onsite Monday through Friday in Frankfort, Kentucky. JOB DESCRIPTION: The Commonwealth Office of Technology (COT) is seeking (1) contractor position for the Commonwealth Service Desk, Technical Services Team in Frankfort. See below for the type of position and hours needed. CSD BUSINESS HOURS: · Monday-Friday 6:30am-6:00pm, Saturday 7:30am – 1:00pm · Position Hours: 9:00am-6:00pm Monday through Friday. Some Saturdays are required. REQUIRED SKILL SETS: · 1 year of IT experience as a Help desk or Desktop Support technician with experience providing desktop support duties and troubleshooting skills. Excellent customer service skills. · Perfect Attendance is required for this position. · Customer services skills and temperament: o No foul, abrasive or condescending language used over the phone. o No argumentative demeanor o Takes ownership, not defensive about blame. o Empathetic o Patient with upset and/or angry customers. o Good Communication Skills o Problem solver (troubleshooting skills) o Critical thinker o Trainable o Self-starting and Initiative o Able to simplify explanations so that the customer understands. THE FOLLOWING ARE EXAMPLES OF THE COMPETENCY ITEMS WHICH WE WOULD “LIKE” TO SEE IN THIS INDIVIDUAL AS WELL: · Experience in customer service-oriented workplace. · IT experience and knowledge in the following: o Desktop Support (Onsite and remote) o Windows 7 and 10 Operating System. o Mapping network drives o Global Protect support o General NAS knowledge o Office Suite (particularly Outlook 2013 or higher) o Application knowledge (adobe, java, etc.) o Preferred ServiceNow Ticketing System experience and knowledge base writing. · Experience in phone center and/or helpdesk work. · Experience working in a lively and ever-changing environment (adaptability). · Experience working with, and as an active part of, a lively team (team player). · Multi-tasking ability · Documentation skills (clear, concise). · Experience with Active Directory (our most used tool to reset passwords). · Experience with remote support or desktop support. The position will be located at the Data Center in Frankfort KY and involves a cubicle environment. The building is cleaned and sanitized twice daily. Job Types: Full-time, Contract Pay: $15.55 - $17.55 per hour Expected hours: 40 per week Benefits: 401(k) Dental insurance Health insurance Health savings account Life insurance Paid time off Referral program Vision insurance Schedule: 8 hour shift Monday to Friday Weekends as needed Work Location: In person