Service Desk Support Specialist
24 hours ago
CornerStone Technology Talent Services is seeking a highly motivated and detail-oriented Service Desk Analyst I to join our team in a dynamic technology support role. This position is ideal for a candidate who excels in providing exceptional customer service and has a solid foundation in technology support.
Key Responsibilities:
- Initial Technical Support: Serve as the first point of contact for technology-related issues, gathering necessary information, and creating detailed logs in the Customer Relationship Management (CRM) system.
- Problem Diagnosis and Resolution: Utilize your technical knowledge to diagnose and resolve hardware and software issues, including internet connectivity, email clients, and more.
- Customer Interaction: Provide clear, concise, and courteous communication to end-users, ensuring they are informed about the status and resolution of their issues.
- Service Ticket Management: Accurately process, record, and monitor all service tickets, striving to achieve a high first-call resolution rate.
- System Maintenance: Perform tasks such as imaging desktops, laptops, and tablets, as well as maintaining and tracking inventory and warranty replacements.
- Ongoing Learning: Stay updated with system information, changes, and updates to provide the most current solutions to users.
Required Skills and Qualifications:
- Technical Expertise: Knowledge of desktop hardware, software, Windows 7 and 10 operating systems, Microsoft Office, Active Directory, and ITIL service delivery standards.
- Experience: A minimum of two years of experience in a technology support role, with additional experience in customer service or a call center environment preferred.
- Education: An Associate degree in Computer Science, Technology, or a related field, or equivalent work experience.
- Certifications: Preferred certifications include CompTIA Security+ and A+.
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