Service Desk Support Specialist

7 days ago


Albuquerque, New Mexico, United States ECS Limited Full time
Job Description:

ECS is seeking a skilled Service Desk Technician to join our team in Albuquerque, NM. As a Service Desk Technician, you will play a critical role in providing technical support to our users, addressing their technical issues and service requests while adhering to ITIL best practices.

Culture:
  • Foster a collaborative environment by working closely with colleagues and sharing knowledge to solve complex issues.
  • Embrace a culture of continuous improvement, celebrating individual and team achievements while maintaining a focus on supporting each other's success.
  • Contribute to a positive and inclusive work environment by treating everyone with respect, valuing diverse perspectives, and actively contributing to a welcoming atmosphere.
Responsibilities:
  • Respond to inbound inquiries, answering phone calls and live chat messages from users experiencing technical issues.
  • Effectively gather information and diagnose problems related to hardware, software, network connectivity, and applications.
  • Provide clear and concise instructions to guide users through troubleshooting steps.
Knowledge Base & KCS:
  • Utilize the knowledge base as the primary resource for resolving user inquiries.
  • Contribute to the improvement and expansion of the knowledge base by documenting solutions to resolved tickets in a clear, concise, and accurate manner.
  • Identify opportunities to create new knowledge base articles based on recurring issues.
  • Review and update existing articles to ensure accuracy and relevance.
Documenting and Reporting:
  • Maintain accurate records of all interactions and resolutions in designated tracking systems.
  • Analyze trends and identify opportunities for improvement in service delivery.
  • Generate reports and provide feedback to management on key performance indicators.
Requirements:
  • High School Diploma and a minimum of 3 years of experience in a technical support role is required.
  • U.S. Citizenship is required 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.
  • Active listening skills and the ability to build rapport with users from diverse backgrounds.
  • Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.
  • Proficiency in computer applications, including ticketing systems, email, and web browsing tools.


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