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Kelly Services Help Desk Level in Chandler, Arizona

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Position title: Help Desk Support

Shift: 8 hour shift - Monday to Friday; Starts at 6:30a.m. - 3:30p.m.

Location: Chandler – Arizona – USA - 85226

# of open positions: 5

Length of contract: 11/13/20 – 03/12/21; High possibility of extension till 12 months

Years of experience (minimum/maximum): 3 years in a service desk environment

Required education: Any University Graduate

Top Must-Haves: Windows, Active Directory, O365, and VPN, 1 year (Required)

  • Years of experience required

  • Degrees or certifications required

  • Disqualifiers

  • 2 – 3 years of experience in a help desk roll using Service Now.

  • CompTIA A+ is preferred.

  • Top 3 must-have hard skills

  • Level of experience with each


2 – 3 years help desk experience


1 – 2 years’ Service Now experience


1 – 2 years Data entry computer skills


  • The role requires providing phone, Email and chat support for the end users for one of our prestigious client.

  • This is an L1 role where the incumbent is expected to be aware about ITIL methodologies – Incident, Service Request, Change and Problem.

  • The role demands excellent communication skills – oral and written, good customer handling skills and excellent collaboration skills with ability to work in 12X5 shift.

  • The person will contribute towards effective resolution of the issues.

  • Ideal candidate must be an experienced professional from same or similar field.

  • He/She must possess good knowledge of Windows, Active Directory, O365, and VPN.

  • The person will contribute towards achieving project deliverables (SLAs/KPIs/Improvements etc.).

  • The ideal candidate must have hands on experience of resolving technical issues over the phone, chat and emails.

L1 Technical Support

  • Handling all the Inbound calls, chat and emails in service desk

  • Handling Basic L1 level queries from end

  • Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures

  • Diagnose and quickly resolve a wide range of Windows applications issues

  • Good troubleshooting knowledge on internet and VPN issues

  • When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System

  • Install, upgrade, support and troubleshoot for printers & related computer hardware.

  • Knowledge of Citrix and VPN

  • Customize & configure desktop hardware to meet specifications and business standards

  • Email account administration, i.e., account creation and management and distribution lists on Office 365

  • User account administration, i.e., account creation and management and password resets on Active Directory

  • Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries

  • Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool

  • Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.

  • Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications

  • Good understanding of computer systems, mobile devices and other tech products

  • Customer Focus

  • Providing timely and accurate resolution of technical issues experienced by the Users.

  • Excellent communication skills.

  • Must be able to demonstrate a customer first approach to support

  • Identify and escalate severe issues which could cause production impact.

  • Natural aptitude for trouble shooting & problem solving

  • Have solid experience in a helpdesk or technical support environment

  • Technical Skillset – Need to Know

Good knowledge of Active Directory

  • Citrix

  • O365

  • ServiceNow – ITSM tool

  • Microsoft Windows

  • Mobile Operating Systems (Android/iOS)

  • Antivirus

  • SharePoint

  • Knowledge of Laptop/Desktop/Tablet issues

  • VPN Troubleshooting

  • Mobile Device Management

  • Technical Skillset – Good to Know

Knowledge of Infrastructure / Exchange / Server Technologies

Required Background Experience

Hands on experience working in ITSM tools like Service Now, Remedy etc.

Thank you.

Why Kelly ® ?

As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

About Kelly ®

At Kelly , we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.