Service Desk Support Specialist I

Job description

• JOB SUMMARY
• Service Desk Support Specialist I are IT professionals who provide technical help for client of an organization. Specialist respond to inquiries; and they evaluate and resolve issues relating to IT equipment and applications. Service Desk Support Specialist I are accountable for gathering information through a client conversation and typically offer the first point of contact with the client.
• JOB REQUIREMENTS
• Minimum Education
• High School Diploma or equivalent
• Minimum Work Experience
• None
• Required Licenses/Certifications
• N/A
• Required Skills; Knowledge; and Abilities
• Written and oral communication skills
• Ability to use critical thinking skills to analyze and solve problems
• Ability to manage multiple deadlines and tasks
• Ability to work successfully in a team environment
• Occasional night; weekend; and holiday work
• Occasional off-campus and overnight travel for site visits and training
• Customer service or helpdesk experience helpful
• Familiar with Microsoft Office products including Excel; Word; and PowerPoint
• Provide remote support for incoming queries and issues related to computer systems; software; and hardware
• Respond to queries over the phone
• Write training manuals
• Maintain daily performance of computer systems
• Respond to email messages for customers seeking help
• Ask questions to determine nature of problem
• Walk customer through problem-solving process
• Clean up computers
• Run diagnostic programs to resolve problems
• Follow up with customers to ensure issue has been resolved
• Gain feedback from customers about computer usage
• Assist with maintaining Inventory & Deliveries
• Password resets
• Systems monitoring
• Create detailed request
• Designated Driver
• Yes
• OSHA Category
• 3-Low Risk