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Service Desk Specialist
3 weeks ago
Title: IT Service Desk Professional
Location: 100% Remote
Type : Contract - Could be hired perm later
Duration : 4-6 Months
Responsibilities
- Using basic IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues
- Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
- Provide maximum customer service and issue ownership
- Provide on-call support as scheduled during non-business hours
- Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
- When necessary, escalate incidents to the appropriate next level support team
- Communicate with customers, providing status updates and follow-up to ensure satisfaction
- Communicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessary
- Complete additional tasks and projects as assigned by Service Desk leadership
Skills
- Six months of related experience
- A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
- Knowledge of computer, printer, and network troubleshooting and installation procedures
- Demonstrated ability to diagnose and troubleshoot Microsoft products
- Demonstrated ability to solve issues with healthcare/clinical applications
- Demonstrated ability to work in a team environment as well as independently
- Superior customer service skills and phone etiquette
- Excellent documentation skills
- Ability to work evening , weekend, and holiday coverage as needed and scheduled
- Ability to travel up to 5%
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