What are the responsibilities and job description for the Service Desk Specialist (Tier 1 Support) position at Careers Integrated Resources Inc?
Job Title: Service Desk Specialist (Tier 1 Support)
Location: Chattanooga, TN 37402
Duration: 3 Months (Possible Extension)
Work Schedule:
- Fully Remote
- 1st or 2nd Shift
- Monday – Friday
- Between 7:00 AM – 11:30 PM EST
Position Summary:
The Service Desk Specialist serves as the first line of technical support for internal and external customers. This role provides Tier 1 support for business-critical systems and applications, ensuring rapid restoration of services while delivering an excellent customer experience.
The position acts as a single point of contact for all technical incidents and service requests.
Key Responsibilities:
- Provide Tier 1 technical support for all business lines and related applications.
- Troubleshoot incidents and service requests via phone, chat, email, and self-service portals.
- Utilize IT Service Management (ITSM) platforms (e.g., ServiceNow/Service Desk Manager) to log, track, and resolve tickets.
- Support:
- Business applications
- System software
- Desktop/PC hardware
- Telephony systems
- Internet and WAN networks
- Storage networks
- Security access management
- Ensure compliance with all regulatory and HIPAA security requirements.
- Proactively gather and validate detailed incident information for proper troubleshooting and escalation.
- Escalate complex issues to appropriate support teams when necessary.
- Manage the full lifecycle of incidents and service requests, including follow-up and closure.
- Maintain accurate documentation of all interactions within the ITSM system.
- Maintain working knowledge of organizational services and systems to provide customized support.
- Identify opportunities for continuous process improvement.
- Stay current with evolving IT technologies and service desk best practices.
Required Skills & Experience:
- Experience in a call center or high-volume customer support environment.
- Hands-on experience with IT Service Management (ITSM) tools (e.g., ServiceNow).
- Proficiency in Microsoft 365.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong customer service orientation.