Service Desk Support Specialist

3 weeks ago

New York, New York, United States MetroPlusHealth Full time

Job Title: Service Desk Technician

Job Summary:

As a Service Desk Technician at MetroPlusHealth, you will be the first point of contact for all IT issues, providing timely and effective support to our employees. You will be responsible for troubleshooting and resolving a variety of computing support issues, ensuring the highest level of customer service.

Key Responsibilities:

  • Provide first-level support for IT issues, responding to customer requests within SLA guidelines.
  • Serve as primary support for end-user access management requests, including new employee onboarding, account setups, access changes, and terminations.
  • Accurately triage and categorize incidents and requests, ensuring all tickets are properly documented in accordance with IT quality guidelines.
  • Use remote tools to diagnose and troubleshoot issues at remote locations.
  • Route issues not resolved on initial contact to the correct team for resolution, ensuring all troubleshooting and triage steps are documented in ticketing before reassignment.
  • Assist in documentation of Service Desk troubleshooting procedures for the team's knowledge base.
  • Identify trends in incidents and recommend recurring issues for problem management process.

Requirements:

  • BA or BS in Computer Science, Information Systems, or related discipline required.
  • 3 years' experience on an enterprise Service Desk preferred.
  • Strong customer service focus, organizational skills, and ability to multi-task with excellent time management skills required.
  • Demonstrated knowledge of Active Directory and basic AD administration (User and Group management).
  • Fundamental Windows 7 & Windows 10 troubleshooting and mobile device support in an enterprise environment.
  • Proficient in Microsoft Office 365 support (Excel, Word, PowerPoint, Outlook).
  • Hands-on experience working with an ITSM/ticketing system (ServiceNow, Remedy, etc.).
  • ITIL Certification a Plus.
  • A+ certification a Plus.

Professional Competencies:

  • Integrity and Trust.
  • Customer Focus.
  • Functional/Technical skills.
  • Written/Oral Communication.

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