What are the responsibilities and job description for the Help Desk Specialist position at SPECTRAFORCE?
Position Title: Help Desk Specialist
Work Location: Santa Clara, CA (Onsite)
Assignment Duration: 6 months plus, ongoing with no end date
The managers prefer someone with strong skill in documentation, PowerPoint and ServiceNow ticket, form workflow.
Position Summary:
Review problem tickets and respond to user within established standards; resolve open tickets in a timely and professional manner; following established SOP, BOP's.
Background & Context:
Provide a positive customer service experience to the customer; participate in other projects as requested.
Key Responsibilities:
• Review problem tickets and respond to user within established standards
• Resolve open tickets in a timely and professional manner
• Following established SOP, BOP's
• Manage crisis escalation and escalate calls to other support groups if tickets cannot be resolved
• Provide a positive customer service experience to the customer
• Participate in other projects as requested
Qualification & Experience:
• Strong customer service
• Strong interpersonal, organizational and communication skills
• Ability to work in a fast paced changing environment
• Understanding of Windows based applications
• Ability to diagnose application software and hardware problems
• Ability to recognize priority issues and escalate accordingly
• Ability to translate technical terms into non-technical language
• Working knowledge of: Modems and data communications, checking PC network connections
• Identifying and correcting memory issues
• Resetting network and Internet passwords
• Using browser and network utilities
• Resetting Internet proxy configurations
• Install and setup applications
• NT navigation and directory structure
• Windows disk utilities to correct common errors
• Network error messages to determine causes
• Associates degree in Computer Science or a related discipline, and at least two, typically four years experience in IT or an equivalent combination of education and work experience
• Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently
• Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs
Salary : $25