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Technical Support Specialist

2 months ago

Norco, California, United States Kros-Wise Full time
Position Overview

We are seeking a dedicated Technical Support Specialist to provide exceptional assistance for our ServiceNow applications utilized by our clients.

Key Responsibilities
  • Act as the primary Tier 1 support for users of ServiceNow applications.
  • Deliver support through various channels including phone, email, and web for applications managed under this agreement.
  • Demonstrate experience in providing helpdesk services across multiple departments.
  • Respond to client inquiries via phone or email as necessary.
  • Utilize diagnostic techniques to troubleshoot and resolve user issues effectively.
  • Record all relevant user identification details, including name, department, contact information, and the nature of the issue in the ticketing system.
  • Efficiently manage ticketing queues to adhere to established Service Level Agreements.
  • Conduct follow-ups post-resolution to ensure user satisfaction.
  • Work autonomously as well as collaboratively within a team environment.
  • Maintain clear documentation of status updates and provide users with timely information regarding their issue resolution.
  • Generate ticketing metrics reports for management review.
  • Exhibit strong written and verbal communication skills.
Qualifications
  • 2-3 years of experience with ticketing systems.
  • Proficient in Windows 7/10, Windows servers, and Mac OS.
  • Familiarity with the MS Office suite, including email clients like Outlook.
  • Experience in helpdesk processes and supporting proprietary software.
  • Knowledge of Active Directory, printers, antivirus solutions, and backup systems.
  • Hands-on experience in diagnosing and resolving basic technical issues.
  • Ability to comprehend user challenges and convey technical solutions clearly to non-technical users.
  • Possession of IAT Level I Certification - A+ and/or Security+ Certification.
  • Active Secret Security Clearance is required.
  • Experience with ServiceNow is a plus.