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Technical Support Specialist

4 months ago

Buffalo, United States JMS Technical Solutions Full time

Our client is seeking a motivated Service Desk Technician to join their team.

This is an onsite/full-time/direct hire position in Buffalo, NY

Salary range based on experience: $45K $50K

About The Job

The Service Desk Technicians role is to ensure the successful operation of user-facing technologies. This includes receiving, prioritizing, documenting, and actively resolving end-user service requests and incidents to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give hands-on help at the desktop level to a hybrid workforce.

  • Participate in internal service desk following ITIL framework
  • Provide first contact support of incoming requests to the service desk via telephone or service desk software to ensure courteous, timely, and effective resolution of end-user issues
  • Collects, responds to, and resolves requests and incidents submitted through the firm's Service Desk software system in accordance with pre-determined Service Level Agreements and documented processes
  • Routes and escalates requests and incidents to the responsible support group ensuring accurate documentation of required information
  • Record, track, and document the service desk incident-solving process through to final resolution, including all successful and unsuccessful decisions made and actions taken
  • Maintain hardware and software asset inventory within the Service Desk configuration management database
  • Contribute to and upkeep service desk knowledge bases, including articles, usage guides, and FAQs for end users and service desk staff
  • Troubleshoot and manage computers, networks, printers, and related hardware and software
  • Deploy pre-packaged software using established tools and processes
  • Manage and maintain end-user devices enrolled in Microsoft Intune
  • Maintains confidentiality of the information being processed, stored, or accessed by the end-user on the network
  • Assists personnel of other departments in accordance with approved and documented policies and processes, reinforcing SLAs to manage end-user expectations
  • Provide updates to stakeholders and requesters throughout the support process
  • Ability to communicate technical information to non-technical personnel

What We Are Looking For

  • Associate degree or higher in Computer Information Systems or related field or equivalent applicable work experience
  • 1-2 years of Service Desk Technician experience
  • Understanding of installation, configuration, and maintenance of personal computers, networks, servers, and related hardware and software
  • Ability to identify and resolve computer system malfunctions and operations problems
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Strong deductive reasoning, a logical mind, and a strong ability to communicate effectively in both oral and written forms
  • Strong attention to detail, goal setting, and planning skills
  • Above average interpersonal skills and ability to engage in active listening
  • Ability to identify appropriate processes to resolve technical issues
  • Willingness to work outside standard business hours and participate in an on-call rotation to resolve issues or maintain systems as required
  • Some inter-office travel may be required

Applicants must be authorized to work in the U.S.

We are an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.