Provides a single point of contact for Service Desk customers. The IT Service Desk Specialist position is a key member of our Tier 1 and Tier 2 support team who provides dependable and exceptional customer services. This position will be managing a high number of inbound support incidents in a given day. These incidents may consist of installing software, performance tuning computers and networks, providing advice to users on how to best use an application, and working on issues for those customers. In addition, the IT Service Desk Specialist may help manage mobile devices, maintain device configurations, deploy software and patches, help manage active directory accounts, and maintain security and encryption settings for computers and devices. Updating documentation and knowledge-base articles will also be a day to day focus activity.
Job Duties
- Provide Tier 1 & Tier 2 service desk and technical support to users
- Receive and respond to incoming calls, chats, and/or emails regarding PC and/or hardware problems
- Evaluate, prioritize and respond to service requests with a resolution
- Perform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutions
- Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products
- Run diagnostic programs to identify and resolve problems
- Resolve technical problems with LAN, WAN, and other systems
- Guide customers through problem-solving process
- Maintain communications with end users to ensure systems continually meet business needs
- Perform periodic system maintenance
- Place and escalate vendor service calls when necessary to resolve hardware or software failures
- Coordinate with end users and technical staff to maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network
- Perform routine to moderately complex problem analysis and resolution design for systems and applications
- Maintain timely and accurate service desk records using a ticket management system
- Update job knowledge by recertifying and obtaining additional Industry Certifications Light design and programming work related to file transfers or scripting
- Escalate issues to Tier 3 when needed
- Available to work on an "on call" capacity
- Performs other duties as assigned