Service Desk Technician

2 days ago


Pensacola, Florida, United States ALTA IT Services Full time
Job Summary

We are seeking a highly skilled and motivated Service Desk Technician to join our team at ALTA IT Services. As a Service Desk Technician, you will be the first point of contact for our customers, providing technical support and assistance to resolve their issues.

Key Responsibilities
  • Respond to inbound calls and provide technical support to customers
  • Provide support via web queues, outbound interactions, and emails
  • Leverage resources to resolve technical issues timely
  • Use PC applications to document, maintain and report functions/activities
  • Escalate requests outside of your scope when necessary
  • Attend weekly staff/mentor meetings
  • Remain cognizant of adherence to help promote business unit success
  • Adhere to ETS organization's practices, policies, and procedures
Requirements
  • Knowledge and understanding of the information technology field
  • Basic skill troubleshooting and resolving technical problems
  • Exposure to enterprise systems and IT terminology
  • Exposure to solving routine or standard administrative, operational, or system problems and issues
  • Effective verbal and written communication skills
  • Ability to leverage finesse/soft skills when interacting with end users
  • Basic organizational, planning, and time management skills
  • Ability to handle multiple tasks simultaneously with a high degree of accuracy
  • Ability to work independently and in a team environment
Preferred Qualifications
  • 3+ years of Tier 1 support and capabilities or similar
  • Call Center or front-line customer support experience
  • Knowledge of the organization's operations, policies, and procedures
  • Knowledge of ITIL (Information Technology Infrastructure Library)
  • Previous customer service in a fast-paced environment
  • Familiar with ticketing software (ServiceNow)


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