Help Desk II

Job Description

Answers and responds to all inbound calls and tickets from end-users for Recologys IT Services and support.

Handles end-user issues or requests with professional and customer first attitude.

Utilizes hands-on technical skills to diagnose and resolve all tickets at the IT Service Desk (e.g., First Call Resolution) prior to escalating to level-2 or above IT support staff.

Analyzes and resolves all desktop application software and/or hardware incidents and requests from end-users based upon the Service Level Agreements.

Follows up with reported incidents to ensure they are resolved, requests are filled, and follow-up communication back to the customer/end user is completed.

Maintains ownership throughout the process until ultimate resolution of the request or incident.

Establishes and develops relationships with other Recology IT team members through frequent communication and collaboration.

Creates and documents all support calls from the end-user community into the service desk tool BMC Remedyforce.

Logs and tracks Incidents and Service Requests from creation through resolution stages.

Contributes and coordinates updates to the Knowledge Article database within the Remedyforce platform that improves the IT Service Desk to resolve customer(s) issues more effectively (e.g., First Call Resolution) through Self-Service portal.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to .

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Skills and Requirements

3+ years experience in a help desk environment, or customer service involving technology support preferred.

ITIL / ITSM working practices related to Service Desk operations.

Supporting tickets for enterprise applications examples (not specifically required) - JD Edwards, Citrix, In house built (CRM) Customer relationship management, Time Entry (TCP) time clock plus, Report writing tools (ShowCase and Insight/Hubble), LexMark printers, Shortell phone systems.

Computer programs, including Microsoft Office suite of applications, Adobe Acrobat, Webex Meeting Center, - Cloud based enterprise applications help desk support null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to .