Randstad Help Desk Representative in Somerville, Massachusetts

Help Desk Representative

job details:

  • location:Somerville, MA

  • salary:$15 per hour

  • date posted:Friday, July 13, 2018

  • experience:Entry Level

  • job type:Temp to Perm

  • industry:Information

  • reference:S_662499

  • questions:iris.levy@randstadusa.com954.308.6735

job description

Help Desk Representative

Randstad is hiring 3 Help Desk Representatives to work with our client, a major Healthcare Network in Somerville, MA

These positions can lead to long term employment with this company. These are great entry-level opportunities!

DURATION: 07/23/18- 7/23/19 good chance to go perm

LOCATION: ASSEMBLY ROW, SOMERVILLE, MA - $8 for parking daily or take the Orange Line to Assembly Row stops - Somerville, MA 02145

Shifts: Sunday - Thursday 730a-4 (Fri and Sat off) Monday - Friday 10am-6:30pm -- Candidates can choose shift


As a Help Desk Rep, you will report to the Service Desk Team Lead. You will provide routine technical support to end-users through the department's telephone support line, including software setup, configuration and troubleshooting.

Principal Duties and Responsibilities

Provide professional, efficient and effective customer service to our end user community

Answer and record calls coming into the 24/7 Service Desk using ITIL best practices.

Provide reference number to all callers

Process tickets submitted through self service using ITIL best practices.

Perform troubleshooting to end users for PHS and all its entities

Utilize stored information and documentation to help resolve issues

Utilize various communication methods including email and instant messaging applications

Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices.

Provide daily turnover reports

Maintain proper shift coverage for answering calls

Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology

Work with groups external to the Service Desk to ensure a timely and effective hand-off of triaged calls

Relocate to an emergency location if needed

Perform other duties as assigned by Service Desk Lead

Working hours: 7:30 AM - 4:00 PM


Skills, Abilities, Competencies

  • Strong analytical and problem solving skills

  • Strong interpersonal skills, communication skills, listening skills and patience

  • Ability to work in a team environment

  • Self sufficient

  • Ability to multitask and prioritize work requirements

  • Ability to be flexible, versatile, and adaptable in day to day activities conducted in a multi-site environment

  • General knowledge of supported software packages: MS Office, Exchange, Internet Explorer, and SharePoint

  • Knowledge of desktop operating systems: Windows and Mac OS

  • Knowledge of mobile devices including but not limited to smartphones & tablets

  • Knowledge of HP printers

  • Knowledge of repair of Intel based PC hardware

  • Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure

  • Familiarity with Service Desk ticketing applications (ServiceNow, Service Manager, Remedy, etc..) a plus

  • General knowledge of LAN, Wi-Fi, VPN and internet working protocols

  • Knowledge of IT Service Management

  • One year experience in Customer Service, phone experience preferred

  • Hands on PC or Macintosh experience a plus

  • Ability to have a flexible schedule; cover any shift which can include occasional after hours and weekend hours


If this sounds like a great opportunity for you, please email a current resume to iris.levy@randstadusa.com

Or, you can text helpdesk to 954.308.6735 and I will get back to you!

Thanks for your interest in working with Randstad!!

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.