IT Service Desk Specialist

Job Description:

Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps.

Responsible for safeguarding confidential information and documenting issues and resolutions.

The Technology Specialist has the experience and knowledge to resolve most complex problems.

Essential functions:

Assist customers via phone, instant messaging and ticket support

Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware

Analyze, document, and resolve issues and requests

Refer more complex issues and requests to more senior Technology Specialists

Document and route level 2 and 3 issues/requests to appropriate teams. Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service

Utilizes scripts and available tools when assisting customers

Provide input to and modifies department documentation

Requirements:

Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)

Basic understanding of the following:

Mainframe Operating Systems.

Linux/Unix Operating Systems.

Telephony Support Applications (Cisco Call Manager, etc.)

Remote Connectivity Applications (Citrix, etc.)

Faxination Solutions

Microsoft Sharepoint

Video Conferencing solutions and software (Picturetel, etc.)

Ability to manage tasks independently and take ownership of responsibilities

Ability to learn from mistakes and apply constructive feedback to improve performance

Ability to communicate technical information clearly and articulately

Ability to adapt to a rapidly changing environment

High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy

Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays

Technical Help Desk or Call Center experience.

Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)

Ability to manage tasks independently and take ownership of responsibilities

Ability to learn from mistakes and apply constructive feedback to improve performance

Ability to communicate technical information clearly and articulately

Ability to adapt to a rapidly changing environment

Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.

Required Experience:

1+ years of relevant work experience

Preferred Education:

Bachelor's degree in a related field

Required Education:

High school diploma or GED