IT Service Desk Support Specialist

2 weeks ago

Questa, New Mexico, United States Rose International Full time
{"title": "Service Desk Agent", "description": "

We are seeking a dedicated Service Desk Agent to provide a single point of contact to resolve or escalate various computer related issues and/or incidents. The Agent manages requests using service desk software that includes tracking, follow-up and closure of incidents.

This role is 100% onsite.

Key Responsibilities:

  • Manage staffing and scheduling for projects.
  • Ensure adherence to Service Level Agreements (SLAs) and manage customer needs effectively.
  • Evaluate current helpdesk processes, staff responsibilities, and workflows to identify gaps and commonalities.
  • Implement short-term and interim solutions to meet Enterprise Plan requirements.
  • Serve as a strategic asset, integrated with the organization it supports.
  • Suggest and implement industry best practices for risk management.
  • Serve as a single point of contact for customers.
  • Develop solutions to meet Enterprise Plan requirements.

Requirements:

  • 5-7 years of IT Level III support experience.
  • Strong knowledge of IT Service Management (ITSM) practices.
  • Experienced with trouble ticketing, triage, fixes, and dispatch, end-to-end problem management (ITSM), Access Control, Printer installations.
  • Experience with technical scripts and knowledge bases.
  • Familiarity with access control and password reset procedures.
  • Knowledge of printer installations and GUI updates.
  • Proficiency in using service desk software.
  • Excellent problem solving skills and ability to work under pressure.
  • Strong communication and customer service skills.
  • Ability to manage multiple tasks and priorities effectively.

Benefits:

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/

"}

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