Service Desk Specialist-I/S - Operations - Days

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

Experience:

• 1 year 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