Service Desk Support Specialist

2 days ago


Albuquerque, New Mexico, United States Encantado Technical Solutions Full time
Job Summary

We are seeking a highly skilled Service Desk Technician to join our team at Encantado Technical Solutions. As a Service Desk Technician, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Respond to inbound inquiries via phone, email, and live chat, gathering information and diagnosing technical issues related to hardware, software, network connectivity, and applications.
  • Manage offline tickets, prioritizing high-severity issues and collaborating with internal teams to ensure timely resolution.
  • Contribute to the improvement and expansion of our knowledge base by documenting solutions to resolved tickets and identifying opportunities for new articles.
  • Adhere to KCS principles to promote knowledge sharing and continuous improvement.
  • Maintain accurate records of all interactions and resolutions, analyzing trends and identifying opportunities for improvement in service delivery.
Requirements
  • High School Diploma and a minimum of 3 years of experience in a technical support role.
  • US Citizenship and ability to obtain and maintain a U.S. Department of Energy Q security clearance.
  • Strong understanding of basic IT concepts and terminology, excellent communication and interpersonal skills, and active listening skills.
  • Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.
Why Work at Encantado Technical Solutions?

We believe that together, through teamwork, communication, and dedicated service, we can accomplish more than we could individually. If a culture of collaboration and growth is important to you, you'll feel at home at Encantado. We offer clear opportunities for advancement and comprehensive benefit packages to help our employees and their families stay healthy and feel secure.



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