Service Desk Specialist
2 months ago
STATUS: Hourly Non-Exempt
JOB SUMMARYESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions of the job include, but are not limited to, the following:
- Serve as the first point of contact for customers seeking technical assistance
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Other duties as assigned
MINIMUM REQUIREMENTS
Education & Training
- Associate Degree in IT, Computer Science or another relevant field; Bachelor’s Degree preferred
- Must complete EHS assigned regulatory training for work area as described by PSM’s EHS Training Matrix
Skills/Experience
- 5+ years of experience as a help desk technician or other customer support role
- Excellent written and verbal communication skills.
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent customer-oriented communication skills
Equal Opportunity Employer Veterans/Disabled
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