Service Desk Specialist - I/S - Operations- Days - FT

Job description

Service desk specialist will provide technical support to end users experiencing computer hardware and software issues. They respond to queries, isolate problems, troubleshoot issues, and implement solutions.
• Contribute to a knowledge base by creating articles and guides for common technical issues and their solutions
• Assist with hardware management, including equipment procurement, deployment, and maintenance
• Log and track issues using a ticketing system, ensuring that all necessary information is captured accurately
• Will maintain exemplary customer service by exercising a professional and friendly approach when communicating with customers using a variety of communication and support technologies
• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in-person
• Will document, prioritize, categorize, and monitor customer issue based on their severity and impact on business operations to ensure a timely resolution
• Will efficiently and effectively work through a series of questions to identify the issue and systematically work through the responses to arrive at a solution
• When not able to independently solve an issue, will ensure that the issue is resolved by escalating more complex technical issues to higher-level support teams or senior service desk specialist when necessary
• Will gain proficient working knowledge of the applications they are responsible for supporting
• Will maintain productivity standard as set forth by supervisor
• Will display a sense of urgency and drive to complete tasks quickly

Education:
• High School or GED

License:
• Valid driver's license

Experience:
• One (1) year of experience working in the IT/Help Desk Industry

Skills:
• Strong organizational, presentation, and customer service skills
• Identifying problems and reviewing related information to develop and evaluate options and implement solutions
• Excellent communication skills, both written and verbal
• Customer-focused attitude and a passion for delivering exceptional service