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IT Service Desk Specialist II
2 months ago
Overview
iCIMS Organic ZipApply provides Information Technology Services for various clients and their subsidiaries. A professional who applies acquired job skills, policies, and procedures to complete assignments/projects/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action. Applies professional business/ technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action. Provides escalated, broad technical support.
Responsibilities
Operations Center and Service Desk Responsibilities:
- Answer customer inquiries and provide support to achieve a high level of customer satisfaction.
- Logging customer requests into the ticketing system.
- Communicate status of requests to customers, as needed.
- Ticket administration: Monitor and process tickets from the ticketing system and e-mail queue.
- Engage and contribute toward system events resolution displayed in the NOC.
- Create and maintain user accounts.
- Develop deep knowledge of the company's knowledge base and documented products/services.
- Escalate incidents to senior analysts and management as required.
- Diagnose network issues involving LAN/WAN, VLans, VELO circuits and connectivity
- Communicate major incidents to impacted parties and send outage alerts.
- Operate and exercise procedures according to established operational policies and procedures.
Qualifications
- A minimum of 3-5 years of experience in the IT industry required with experience in the technology field for hotels or gaming resorts preferred.
- Must be available to work different shifts that will include nights and weekends.
- 3-5 years of professional experience in PC/Server/Network Architecture and operations.
- Proficient in the support of Windows operating systems.
- Proficient in the support of Office suites.
- Intermediate knowledge of Office 365 providing supporting in the following areas: application suite, MDM enrollment and user profiles
- 3-5 years of professional experience preferred with Gaming systems, POS, Hotel PMS and ERP
- A bachelor's degree in computer science, or equivalent related technical experience preferred.
- CompTIA A+ and CompTIA N+ or CompTIA Sec+
- Cisco Associated / Professional certification preferred
- Microsoft Azure and Intune fundamentals.
- ITIL v3/v4 certified preferred
