Desktop Support Specialist

3 hours ago

Columbus, Ohio, United States Novalink Solutions Full time
Job Description

This is a highly skilled position that will function as a Help Desk Analyst with specific responsibilities that include:

  • Understanding of Desktop Support and Software Licensing Services.
  • Ability to image machines and install complicated software.
  • Uses creativity and innovation to automate and streamline processes and procedures.
  • Understands customer support, likes to work with people and can ensure that the customer is satisfied.
  • Ability to troubleshoot in a high level systematic way. Ability to identify issues, research cause, and remediate.
  • Experienced in building, setup and removal of desktop equipment (PCs, laptops, phones, peripherals, software, etc.)
  • Troubleshoots basic network, software, printing and/or installation problems
  • Supports staff hardware moves for facility reorganization.
  • Experience with ServiceNow and Knowledge Base preferable.
  • Consultant must be available to work a standard 8 hour shift between the hours of 7AM and 5PM. (Expect regular changes to either the earlier or later shift).
  • Consultant must be punctual and reliable: arriving at work on time is essential and required as this is a Customer Service Environment.
Responsibilities
  • Strong communication/leadership skills.
  • Strong influence, collaboration and negotiation experience.
  • Ability to collaborate with supporting resources across business and/or functional lines.
  • Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
  • Act as the escalation point for high priority support issues.
  • Ability to interpret end user license agreements.
  • Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).
  • Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
  • Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
  • Must be knowledgeable in the English language/speak clearly and understandably use the English language.
  • Ability to understand and follow processes established for the Service Desk.
Requirements
  • 2 Years IT experience.
  • 2 Years Troubleshooting experience.
  • 2 Years experience documenting procedures.
Desired Skills
  • Experience using ServiceNow is required.
  • Retail customer service experience is desired.
  • Service Desk experience is required.

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