Service Desk Support Specialist

The Service Desk Support Specialist is responsible for supporting IT processes by leveraging technology to assist end-users, achieving business goals, and ensuring optimum performance of existing systems. In addition, the role is responsible for working as part of our IT Service Desk to oversee the onboarding and maintenance of applications in order to streamline business operations, achieving business goals, and ensuring optimum performance of existing applications.

What you will do:

Provide first level technical support and answer queries via phone, email, or Service Desk tickets.

Provide assistance related to the installation, operation, and maintenance of computer software applications and programs.

Coordinate the completion of the Cyber Security checklists for all new and existing applications

Coordinate the SSO Configuration and testing (coordination with corporate, external parties etc.)

Coordinate the Role Code Maintenance, SaaS Application Releases, Application Table maintenance, Robotics Code migration

Coordinate the Service Desk Readiness for new applications - Operational Service Desk processes for new applications for all go live plans.

Responsible for providing resolutions to incident request reported to the IT Service Desk.

Maintain a high degree of customer service and adhere to all service management principles.

Prepare laptops and all equipment needed for new hires in office or remote

Assist in resolving hardware/software issues for end users.

Provide end user training if needed.

Arrange for external technical support when problems cannot be resolved in-house.

Work on IT projects involving sites of responsibility.

Travel to branch locations as required and flexibility to work nights and/or weekends as needed.

• Computer Science Degree, A+ Certification, or 3-5 years of job experience, including IT application support experience.
  
• Microsoft and relevant technical certifications and education desirable.
  
• Strong working knowledge of Microsoft based operating systems, including troubleshooting Microsoft Office and Outlook within a network environment.
  
• Microsoft products and services; including knowledge of Azure, Active Directory and Azure Active Directory
  
• Knowledgeable with desktop applications and client services on cloud, mobile, traditional desktop configurations, and desktop virtualization technologies, including Citrix and VMware.
  
• Ability to work independently with a keen attention to detail.
  
• Possesses a hands-on mentality.
  
• Proven creative thinker with analytical and problem-solving abilities.
  
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
  
• Strong written, oral, and interpersonal communication skills.
  
• Ability to present ideas in business-friendly and user-friendly language.
  
• Highly self-motivated and directed.
  
• Team-oriented and ability to effectively work with a collaborative environment.