Help Desk Support Specialist

4 months ago

Richmond, United States InterSources Full time

Job Summary:

Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.

Key Responsibilities:
• Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow.
• User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues.
• Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.
• Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.
• Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.
• Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow.
• Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.
• Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.

Qualifications
• Proven experience in a Service Desk or IT support role.
• Required 2 years of technical support experience.
• Proficiency in using ServiceNow for incident and request management.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and technical troubleshooting skills.
• Ability to work effectively in a high-demand environment with challenging users.
• Commitment to maintaining a high level of customer satisfaction.

Preferred Qualifications
• Previous experience in a similar Service Desk or support and problem resolution role.
• Technical Certifications preferred: Candidate should have one of the following certifications A+, Network+, or Security +, or a minimum 2 years of technical support skills on in a Service Desk role.
• Familiarity with remote support tools and techniques
About Us:
InterSources Inc, a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services, etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud partner company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.

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