Service Desk Support Specialist
4 weeks ago
As a Service Desk Support Specialist, you will be responsible for providing technical assistance and training to system users. You will install, change, and repair moderately complex problems of personal computer hardware and software systems.
- Provide support to end users on a variety of technical issues.
- Identify, research, and resolve technical problems.
- Respond to telephone calls, email, and personnel requests for technical support.
- Document, track, and monitor problems to ensure timely resolution.
- Ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
- Serve as the first point of contact for troubleshooting hardware/software PC and printer problems.
- Collaborate with team members to resolve information technology issues and implement process improvements.
- Assist in the development of training materials and procedures, or train users in the proper use of hardware or software.
- US Citizen with an Associate's degree.
- 5 years of experience.
- Candidates must have a current Top Secret clearance.
- Strong communication skills (written, verbal, and listening) and ability to effectively communicate and grasp technical issues and work with clients.
- Knowledge of assigned hardware and/or software products required.
- Working knowledge of personal computers and peripherals.
- Stays up to date technically and applies new knowledge to job.
- Understands how systems should work and how changes in conditions, operations, and the environment may affect outcomes.
- Knowledge of principles and processes for providing customer and personal services to include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Actively looks for ways to help people in the most efficient manner.
- Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Understands the implications of new information for both current and future problem-solving and decision-making.
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