What are the responsibilities and job description for the Help Desk Technician position at Intersoftkk, Inc.?
JOB DESCRIPTION
Security Administration Services Help Desk Support (24/7)
Job Title
Help Desk Support Specialist — Security Administration Services
Client
State Street
Coverage
24/7 Help Desk
Work Location
State Street Office (Onsite)
Job Summary
This role supports State Street's 24/7 Security Administration Services Help Desk and provides internal Help Desk support for a global employee and client base. The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced environment while adhering to established procedures and controls.
Key Responsibilities
● Handle incoming calls and chats on a daily basis.
● Document requests, troubleshooting steps, and outcomes in ServiceNow to maintain accurate records and enable reporting.
● Follow standard operating procedures and escalation paths; identify recurring issues and recommend process improvements.
● Maintain confidentiality and handle sensitive information in accordance with company policies and applicable regulations.
● Meet individual and team service-level goals (response time, resolution time, quality metrics) while delivering an excellent customer experience.
Required Skills
● Service Desk / Help Desk support experience.
● Strong verbal and written communication skills.
● Experience working with ticketing tools such as ServiceNow.
● Ability to troubleshoot user issues and follow defined escalation procedures.
● Customer-centric approach with attention to detail.
● Willingness to work from the State Street office.
Pay: $22.00 - $24.00 per hour
Work Location: In person
Salary : $22 - $24