Technical Support Specialist
3 weeks ago
The Service Desk Analyst will provide Tier 1 (and occasionally Tier 2) support to internal customers within the TAFS environment, including remote users. As the first line of IT support, you will be responsible for analyzing, diagnosing, and resolving support requests by documenting issue severity and utilizing standard procedures to resolve issues related to desktop, laptop, servers, printers, mobile devices, telephony, and related equipment.
Key Responsibilities- Act as a representative of the technical services team, supporting an environment of 800+ users throughout the US and Canada using Windows and MAC OS.
- Provide Tier 1 Service Desk support for problems and service requests related to hardware, software, network, and application support.
- Conduct timely problem determination for incidents using documented procedures, troubleshoot, resolve, and/or escalate problem tickets and service level requests.
- Maintain a high degree of customer service, taking ownership of user incidents, following up with the status of problems, and communicate progress in a timely manner.
- Provide basic in-house training to customers of MS Office applications, phone system, and other applications.
- Facilitate closure to problem tickets/service requests while meeting or exceeding defined service level expectations.
- 3 - 5 years' experience in a Windows & MAC environment and/or call center or service desk experience.
- Experience with RDP, Active Directory, Solarwinds Service Desk, O365 Suite, telephony.
- Basic User & Security Group Active Directory administration: creating user accounts, reset passwords, create groups, etc.
- Certified in A+ or Network preferred.
- ITIL Foundations certification preferred.
- MCP certification preferred.
- Incident Management experience – managing issues including business expectations and communication.
- Deeply passionate about helping others.
- Great listener and communicator.
- Motivated self-starter with excellent work ethic and team first attitude.
Please note, this job requires in-office presence. The position cannot be occupied remotely.
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