Help Desk Service Specialist

RESPONSIBILITIES

· Responsible for providing tier-one network and systems support by answering, responding, and solving customer’s technical requests in a non-scripted environment.

· Establishing new users including network, email accounts, and maintaining accurate and complete user information in Active Directory.

· Maintaining Service Desk request tracking software and utilities, monitoring Service Desk user support and recording and tracking all Service Desk activities.

· Assisting with asset management of computers, peripheral devices and printers

· Writing customer communications, processes, and other customer-facing documentation.

· Proactively monitor, analyze, and troubleshoot information technology issues and own, follow-up, and drive problem resolution.

· Work within an agile project management environment.

QUALIFICATIONS

· Solid knowledge of Service Desk and Customer Support center operations.

· Minimum of two (2) years’ hands-on experience troubleshooting various hardware and software products, including, but not limited to: desktops, laptop/tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN/WAN, VPN, antivirus, remote access technologies, and mobile devices.

· Have a proactive nature with the ability to solve problems.

· Be able to work on multiple projects, activities, and tasks, simultaneously.

· Have excellent customer service, interpersonal, and communication skills, including the ability to explain technical information to customers, as needed, to effectively train/advise them on information technology issues.

The ideal candidate should have one or more of the following certifications:

· CompTIA A , CompTIA Network , CompTIA Security

· MCSA: Windows 10

· MCSE: Desktop Infrastructure

· ITIL

· Udemy IT Help Desk Professional