Job Description

What This Job Entails:

The Service Desk Specialist I will support one of our key clients. This role is responsible for troubleshooting and resolving desktop, computer hardware, and software issues while providing excellent customer service to end-users. You should be an eager learner, able to apply new knowledge in line with company and client policies and procedures.

Scope:

• Applies company policies and procedures to resolve routine issues

• Works on problems of limited scope

• Receives detailed instructions

Roles and Responsibilities:

• Follow standard operating procedures, ticketing processes, and work instructions to image, update, and resolve computer and software application issues for new and existing employees.

• Help maintain equipment inventory, including processing RMAs and ordering new equipment.

• Maintain physical presence at designated service locations and times for employees to pick up or receive computers.

• Monitor, update, and maintain tickets in the defined ticketing system.

• Assist with responding to tickets, contacting users, and planning workload.

• Update, track, and escalate tickets to appropriate levels or groups for resolution as required.

• Obtain user sign-off on closed tickets, including follow-up communication with end-users.

• Provide routine software and hardware troubleshooting support to employees to resolve common IT issues.

• Support access to the corporate network/wireless and applications both on-site and over VPN.

• Perform other duties as required. (This list is not meant to be an exhaustive inventory of all responsibilities assigned to this position.)

Required Qualifications/Skills:

• Bachelors degree (B.S./B.A.) in a related field, or equivalent combination of education and experience (02 years).

• Ability to build stable working relationships internally.

• Follows standard practices and procedures when analyzing situations or data.

• Works independently with minimal supervision.

• Strong coordination skills and a team-oriented mindset.

• Ability to identify issues and escalate as needed.

• Excellent written and verbal communication skills.

• Strong interpersonal and customer service skills.

• Knowledgeable in hardware, software, and network troubleshooting.