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Sr. Service Desk Specialist
3 months ago
Sigma Inc is currently looking for a Sr. Service Desk Specialist to work onsite with our team in Boston, MA.
This is with Commonwealth of MA and Mass Gaming Commission. Will be required to work Onsite at 101 Federal Street.
Description :
Seeking a Sr. Service Desk Specialist reporting to the Infrastructure Manager to be part of the Client Services Team.
The Sr. Service Desk Specialist is primarily responsible for providing telephone, email, and in-person technical support to the Commission. Provides outstanding customer service to resolve problems and restore service.
Roles and Responsibilities:
- Respond to, research, and resolve questions received via telephone calls (record calls in ITS ServiceDesk Software), email, and voicemail in a timely and professional manner.
- Provide accurate and creative solutions to more complex customer problems to ensure customer productivity and satisfaction.
- Provide first and second-tier support to end users for PC hardware, MS Windows, Software, Active Directory, O365 and basic networking troubleshooting.
- Install and update computer application software as needed.
- Setup, configure, and troubleshoot notebooks for the shared pool.
- Assist and maintain inventory of notebooks, projectors, desktops, mobile devices, and other equipment according to standard operating processes.
- Perform daily call backs to customers for any problems not resolved upon initial contact; escalate calls to the next technical or management level, as necessary.
- Assist in developing procedures and documentation for the MGC-ITS Service Desk.
- Assist other offices and locations with technology-based issues as needed.
- Acquire and maintain current knowledge of relevant MGC products, services, and support policies to provide technically accurate solutions to end users.
- Maintain up to date knowledge of new and upcoming computing technologies and practices.
- Enhance and develop quality support methods and communication skills through coaching feedback, peer assistance, training, and other developmental approaches.
- Attend meetings and seminars to support the overall direction of the ITS office
- Participate in team projects that enhance the quality or efficiency of the ITS Support Team.
Requirements: - Strong knowledge of all Windows-based operating systems.
- Strong knowledge of PC based computer hardware.
- Strong knowledge of Microsoft 365
- Highly self-motivated and self-directed.
- Able to exercise independent judgment.
- Keen attention to detail and quality of work-product.
- Ability to set and consistently meet realistic deadlines.
- Proactive and collaborative approach to delivery of services.
- Excellent analytical, mathematical, and creative problem-solving skills.
- Aptitude for learning new skills.
- Excellent organizational, interpersonal, and communication skills.
