IT Service Desk Specialist
2 weeks ago
**Job Summary**:
**Responsibilities**:
- Provide Tier 1 technical support to customers remotely via phone and the ticketing system (ConnectWise)
- Provide customers with technical expertise on desktop technologies, peripherals, mobile devices, networking, and cloud-based solutions
- Maintain and utilize a superior knowledge of computing, networking, software, and information security best practices
- Work with wireless controllers and access points, routers, firewalls, and network switches to diagnose network connectivity issues, including wireless and ISP vendors
- Install or upgrade the operating system, software, peripherals
- Continuous learning and support of all technologies used in Softrim’s typical client locations including VoIP, Electronic Access Control, Surveillance, Nurse Call, and Audio Video systems
- Work directly with Senior Service Desk and IT Specialists for advanced incidents requiring escalation
- Maintain an open line of communication regarding events, outstanding issues, and customer follow-up
- Cooperate with project teams to prepare and stage hardware (laptops, desktops, switches, firewalls, access points, etc.) for field deployment
- Accurately document all interactions and calls in the notes using descriptive summary and troubleshooting steps performed pursuant to Service Desk SOP
- Maintain technical documentation and notify management of any information that requires an update, including assisting with identifying gaps in documentation and collecting missing information
- Accurately record all-time and notes for work performed following company standards
- Other duties as assigned
**Requirements**:
- At least 1 year of working experience in an IT supporting role
- Excellent customer service, communication, and interpersonal skills
- Exceptional analytical and problem-solving skills
- Collaboration, communication, and interpersonal skills
- Excellent organizational and time management skills
- Ability to adapt and respond to changing work situations and environments
**Desired Skills**:
- CompTIA A+, Network+, Security+, HDI, ITIL certification is a plus
- IT Degree
**Employment Terms**:
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