Enterprise Service Desk Specialist III

2 weeks ago

New Orleans, Louisiana, United States LINCHPIN SOLUTIONS INC Full time

Job Type

Full-time

Description

If you are looking for an exciting career opportunity in the IT, engineering, software development, logistics, and project management fields, Linchpin Solutions is the place to be We are currently hiring for a dynamic and experienced Enterprise Service Desk Specialist .

Clearance: Active DoD Secret Clearance

Work Schedule: Fulltime. Onsite 5 days per week.

Role Overview:

As an Enterprise Service Desk Specialist, you'll be the first line of defense for technical issues. You'll troubleshoot user problems, answer questions, and manage service requests. This includes logging issues, keeping users informed, and escalating complex problems to the right teams. You'll also play a key role in improving future service by documenting solutions and staying up-to-date on the latest technologies. Overall, it's a fast-paced role where you'll use your technical knowledge and customer service skills to keep our customers running smoothly.

General Skillset

  • Experience with Microsoft Office
  • Verbal and written communication skills
  • Ability to work both collaboratively and individually
  • Critical Thinking Skills
  • Ability to give presentations and briefings as needed
Specific Skillset
  • Act as the first point of contact: Field inquiries from users across various channels (phone, email, internal ticketing system) regarding technical issues, software problems, and general IT service requests.
  • Triage and troubleshoot issues: Effectively diagnose and resolve a wide range of user problems using established procedures and knowledge base resources.
  • Incident and service request management: Log, categorize, track, and update tickets throughout the resolution process, ensuring adherence to Service Level Agreements (SLAs).
  • Customer support: Provide excellent customer service by actively listening to user concerns, clearly explaining solutions, and maintaining a professional and courteous demeanor.
  • Escalation management: Identify complex issues that require advanced technical expertise and escalate them to appropriate support teams while keeping users informed.
  • Knowledge base contribution: Document solutions to recurring problems and contribute to the internal knowledge base for future reference and improved self-service options.
  • Continuous learning: Stay up-to-date on new technologies, company products, and service desk procedures through ongoing training and knowledge base updates.
Requirements

Education & Certifications
  • Highschool Diploma or GED equivalent
  • Bachelor's Degree in Information Technology is preferred
  • CompTIA Security+
Experience Requirements
  • 3+ Years providing enterprise-level helpdesk support.
  • 1+ year of customer service experience.
  • 1+ year of troubleshooting experience.
Build your career with us

Linchpin Solutions' professional services organization is committed to delivering qualified candidates that meet or exceed clients' technical and management expectations. Our growth means exciting career opportunities for talented professionals in IT, engineering, software development, logistics, project management, and other key areas. We provide personnel that become valuable assets to the organizations they serve and contribute to the overall skill diversity and strength of the Linchpin Team.

Career choices

Linchpin's success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing the company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Benefits

Linchpin Solutions, Inc. offers paid vacation time, sick time, and holidays. We offer a 401K plan with matching, as well as health, dental, and vision insurance. We also provide Short-Term Disability, Long Term Disability, and Life insurance which is funded by Linchpin Solutions.

Cyber Security Message

Linchpin Solutions follows a specific recruiting practice to protect all candidates. We will never request any financial information immediately. Do not reveal confidential or sensitive information without ensuring the request is coming from Linchpin Solutions directly. Please do not hesitate to contact us at if you suspect any type of social engineering attacks such as phishing, spear phishing, baiting or any other suspicious activity.

We are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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