IT Service Desk Spec
IT Service Desk Spec
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1 Vacancy
Job Description
Provides a single point of contact for Service Desk customers. The IT Service Desk Specialist position is a key member of our Tier 1 and Tier 2 support team who provides dependable and exceptional customer services. This position will be managing a high number of inbound support incidents in a given day. These incidents may consist of installing software performance tuning computers and networks providing advice to users on how to best use an application and working on issues for those customers. In addition the IT Service Desk Specialist may help manage mobile devices maintain device configurations deploy software and patches help manage active directory accounts and maintain security and encryption settings for computers and devices. Updating documentation and knowledgebase articles will also be a day to day focus activity.
Job Duties
- Provide Tier 1 & Tier 2 service desk and technical support to users
- Receive and respond to incoming calls chats and/or emails regarding PC and/or hardware problems
- Evaluate prioritize and respond to service requests with a resolution
- Perform analysis and diagnosis of complex PC problems for end users and recommend and implement solutions
- Install configure test maintain monitor and troubleshoot end user workstation software/hardware networked peripheral devices and networking software/hardware products
- Run diagnostic programs to identify and resolve problems
- Resolve technical problems with LAN WAN and other systems
- Guide customers through problemsolving process
- Maintain communications with end users to ensure systems continually meet business needs
- Perform periodic system maintenance
- Place and escalate vendor service calls when necessary to resolve hardware or software failures
- Coordinate with end users and technical staff to maintain systems that utilize industry best practices to meet business objectives while maintaining the security and integrity of the data system and network
- Perform routine to moderately complex problem analysis and resolution design for systems and applications
- Maintain timely and accurate service desk records using a ticket management system
- Update job knowledge by recertifying and obtaining additional Industry Certifications Light design and programming work related to file transfers or scripting
- Escalate issues to Tier 3 when needed
- Available to work on an on call capacity
- Performs other duties as assigned
Requirements
Qualifications
- Minimum two years Service Desk Help Desk or technical Call Center experience strongly preferred
- Depending on business needs schedule flexing may be required
- Available to work on an on call capacity
- Strongly prefer at least two years experience with technical problem resolution and support
- A technologyoriented bachelors degree or commensurate experience is desirable
- ITIL foundations certification desired
- Comptia Network and Microsoft Certifications or Cisco Certifications required
- Installation or support of Network Printers a plus
- Experience setting up email accounts
- VPN and Citrix experience required
- IT support background should include troubleshooting hardware and network problems
- Knowledge of AD Microsoft Office 365 and Microsoft Servers
- Knowledge of Apple IOS as it pertains to (iPhone MacBook iPad)
- Experience with incident management systems
- Excellent documentation skills a plus
Ability to work with leaders and employees within an organization
Employment Type
Full-Time
