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Service Desk Specialist

2 months ago

Virginia Beach, Virginia, United States Omm IT Solutions Full time
About the Position

We are seeking a highly skilled and experienced Service Desk Specialist to join our team at Omm IT Solutions. As a Service Desk Specialist, you will be responsible for providing advanced technical support to our clients through first-level resolution of reported incidents and service requests.

Key Responsibilities
  • Provide technical support via multiple channels (phone, email, instant messaging, web, and remote desktop)
  • Assist users reporting service interruptions, outages, or making service requests for IT applications, products, and services
  • Adhere to procedures related to call recording, classification, prioritization, and escalation
  • Provide first-level troubleshooting and escalation support for incidents and service requests
  • Resolve client calls, incidents, and service tickets using advanced analytical and problem-solving skills in a specific area of technical expertise
  • Maintain accurate, current information within a Service Desk Management System
  • Open and close service calls within a Service Desk Management System
  • Manage the work flow of subordinate staff
Requirements
  • Any combination of education and experience (above the high school level) equivalent to a minimum of four (4) years in fields utilizing the required knowledge, skills, and abilities
  • Must have, or obtain, a current and valid Virginia or North Carolina driver's license in accordance with Virginia or North Carolina DMV driver's license eligibility requirements
  • HDI Support Center Certification
  • ITIL Foundation (newest version)
Preferred Qualifications
  • Recent work experience within a Technical Call Center/Support Center/Help Desk in a job role equivalent to Support Center Specialist, Help Desk Analyst, Service Desk Technician, Help Desk Technician, or Tier 1/Level 1 Support
Skills and Abilities
  • Ability to assist other Support Center Specialists in responding directly to client calls
  • Ability to provide rapid response to reports of service interruptions, outages, and service requests received via multiple communications channels
  • Ability to appropriately record required user and incident information in the Service Desk Management System
  • Ability to troubleshoot and monitor customer technical incidents in a remote support environment
  • Ability to help customers resolve technical incidents within a timely manner
  • Ability to document incidents, requests, and resolutions within Service Desk Management System
  • Ability to analyze logs and spot common trends and underlying problems
  • Ability to determine the most effective manner to resolve the client's reported incident
  • Ability to elevate complex and/or high priority incidents to the appropriate support groups for resolution
  • Ability to track the status of all open service tickets using the Service Desk Management System
  • Ability to verify that suggested solutions effectively resolve the users' reported incidents
  • Ability to effectively communicate with customers via multiple communications channels
  • Ability to maintain effective working relationships with management, department, user, and contracted personnel
  • Ability to receive, execute, and effectively communicate complex oral and written instructions
  • Ability to perform application, hardware, software, and connectivity troubleshooting within a Support Center (remote support) environment
  • Ability to independently resolve most assigned service tickets using available resources
  • Ability to manage and maintain routine and complex reports using approved reporting tool set
  • Ability to answer phones and provide phone support for extended periods of time
  • Ability to sit and/or work at a computer or office desk for extended periods of time
  • Ability to work varied hours in addition to normal work schedule
Working Conditions
  • All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies
  • Positions within this class have been designated as Alpha I positions requiring employees to work during inclement weather, regardless of the City's operational status