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Service Desk Support Specialist

2 months ago

New York, New York, United States MetroPlusHealth Full time
Job Title: Service Desk Technician

At MetroPlusHealth, we are seeking a highly skilled Service Desk Technician to join our team. As a Service Desk Technician, you will be the first point of contact for all IT issues, providing timely and effective support to our employees.

Key Responsibilities:
  • Provide first-level troubleshooting support for a variety of computing support issues.
  • Act as the primary support for end-user access management requests, including new employee technology onboarding, account setups, access changes, and terminations.
  • Accurately triage and categorize incidents and requests coming into the Service Desk, ensuring all tickets are properly documented in accordance with IT quality guidelines.
  • Use remote tools to further 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 that can be shared with the team's knowledge base.
  • Assist in identification of trends in incidents, recommending recurring issues for problem management process.
Requirements:
  • Bachelor's degree in Computer Science, Information Systems, or related discipline.
  • Three 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.