What are the responsibilities and job description for the IT Service Desk Specialist III position at 48forty Solutions and Relogistics Services?
Overview
As an IT Service Delivery Analyst, you’ll get to provide support for the entire organization’s business applications and systems, including help desk and desk side support duties. You’ll work with your team to triage all incoming support incidents and requests to achieve resolution or escalate for support. Our company is tech forward, so this role is vital to the success of our success!
Responsibilities
Responding positively to complaints, problems, etc. over the phone and in person related to information technology
Manage Service Delivery/Help Desk Requests for service-related items including, but not limited to: Account Setup, Terminations and changes, Access control, password Resets, file/applications, printer, hardware diagnostics and special desktop setups
Logs all direct calls or email requests into ServiceDesk system and update request status
Provide support for assign systems and business applications
Reconcile inventory across a variety of systems and statuses (in stock, in use, legal hold, etc.) as well as wiping/disposal activities.
Managing the refresh of assets for their assigned location
Manage and monitoring procurement activities including purchase processes, evaluation, contract adherence, legal considerations and payment conditions to avoid risk and exposure
Meets business SLA’s for first response and resolution
Drive business improvements through technology
Provides solutions for trending problems
Qualifications
High school diploma or equivalent required
5-7 years of experience in a Service Desk Support function
ITIL Foundation certification
Demonstrated experience with process improvement and optimization utilizing existing IT systems
Experience in PowerShell Scripting, Windows OS Installs and Imaging, Printer Management, AD Permissions, troubleshooting Citrix, and IT Asset Management
Familiarity with CITRIX and VMWare
Experience building KB articles and technical documentation
Some knowledge of Spanish would be an advantage
Salary : $70,000 - $72,000