Service Desk Specialist - Full-time / Part-time

This position reports to Service Desk Analyst and, is responsible for handling first level support for company service requests. Technology support Includes: workstations, printers, networks, point of sale software, and other company software. Service Desk Specialists will provide accurate and timely responses to support request that come into the Service Desk via phone, email, voicemail, and self-service portal. This position is temporary to hire.

Other duties as assigned.


Support

• IT Support, relating to technical issues involving Microsoft core applications, operating systems, point of sale systems, and other company software.
• Basic technical support at the network level: WAN and LAN connectivity, routers, switches, computers, and peripherals.
• Assist users in over-the-phone support.

Influence

• Create knowledge articles to publish for others to use.

Drive

• Use of Active Directory, Command Prompt, and remote tools to assist in resolving issues
• Use SQL to perform basic selects to assist in documentation, troubleshooting, and research
• Accurately and consistently document all reported issues using the ticket management software with all proper information, screenshots, video, attachments as needed.
• Perform first level analysis on each issue, reviewing knowledge base, system, operational documentation and criteria.
• Report any issues that are unable to be resolved to an Analyst, Team Lead, or other escalation method as needed.
• Follow up on open issues to ensure adequate resolution of all reported issues. Including: hardware and software issues, installation of replacement hardware components, and completion of escalated items.
• Communicate technical information to non-technical personnel.
• Fast turnaround of customer requests.

Manage

• Complete Contact Ownership - Once an issue has been reported, it is the Specialist's responsibility to ensure that the issue is resolved.

Maintain

• Provide ongoing Customer Service.
• Work with other employees within the company while maintaining a positive attitude/work environment.

Equivalent Education Level Required: High School Diploma or equivalent, required. Associates Degree in troubleshooting, programming, networking, preferred. Certifications preferred.


Experience Required: 6+ months experience with network capabilities, troubleshooting, IP phones, laser printers, and Windows XP7/8. Experience with remote support, SQL, ticketing software, preferred. This role requires a candidate with Customer Service experience.


Knowledge Required: Excellent written and verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to read, write, evaluate, and apply information. Ability to interact professionally and exhibit appropriate social skills. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. Ability to develop and maintain business relationships. Basic technical knowledge of Windows Operating systems, service desk software and PC hardware; excellent telephone mannerisms and customer service skills; team mentality; ability to identify problems; persistence in seeking resolution.


Physical Requirements: Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Travel: No Travel

Attire: Professional attire (as required by company standards).

Other: Must be eligible to work in the USA and able to pass a background check.