Now Hiring: Service Desk Support

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The Help Desk Support is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include workstations, servers, printers, networks, and vendor-specific hardware and software.

Core Competencies

  • Interpersonal skills: such as telephone skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Self-motivated with the ability to work in a fast-moving environment.
  • Ability to work in a team and communicate effectively.

Responsibilities

  • Assist as a primary point of contact to the customer for all types of service requests; phone, email, portal, …
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • Support of disaster recovery solutions.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN, Terminal Services, etc...
  • Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
  • System documentation maintenance and review.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Improve customer service, perception, and satisfaction.
  • Efficient turnaround of customer requests.
  • Work with the Service Desk Dispatcher / Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Escalate service requests that require engineer level support.
  • Responsible for entering time and expenses in as they occur.
  • Understand processes completing assigned training materials and blueprints on the University.
  • Enter all work as service tickets.

Knowledge, Education, and Experience

  • Advanced understanding of operating systems, business applications, printing systems, and network systems.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.

Job Type: Full-time

Experience:

  • help desk: 2 years (Required)

Work authorization:

  • United States (Required)

Shifts:

  • Morning (Required)

Work Location:

  • One location

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off

Schedule:

  • Monday to Friday

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