IT Service Desk Specialist

IT Service Desk Specialist

Work Location: Remote

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

• Candidates must have previous Helpdesk/Service Desk (phone/email/chat) experience in an enterprise environment, utilizing a ticketing system.
• Our Service Desk currently supports 12k+ users within various subsidiaries; working approximately 30-35 tickets per day via SMIT Remedy ticketing system.
• Include the number of users supported, ticketing system used and whether or not there were any metrics required (certain of tickets worked/closed in a specific time-frame).
• Excellent communication and Customer Service is a MUST as these resources will be providing technical support to C-Level users to non-technical users.