Service Desk Operations Specialist
3 days ago
We are seeking a highly skilled Service Desk Analyst to join our team at Planet Technology. As a key member of our IT department, you will be responsible for providing top-notch technical support to our end-users, resolving a wide range of software and hardware-related issues, and collaborating with internal stakeholders to ensure seamless service delivery.
Key Responsibilities- Technical Support: Provide expert-level technical support to end-users via phone, email, and in-person interactions, resolving software and hardware-related issues in a timely and efficient manner.
- Incident Management: Troubleshoot and resolve access-related issues using Active Directory and SailPoint, ensuring minimal downtime and maximum productivity.
- Software Support: Offer basic Office 365 troubleshooting and support, including updates, setup, and password resets.
- Hardware Support: Troubleshoot and repair a variety of hardware and software problems, maintaining Service Level Agreement (SLA) standards and first-call resolution rates.
- Configuration and Troubleshooting: Configure, troubleshoot, and repair hardware and software, including Windows and MS Office support.
- Networking Support: Provide basic networking support, including TCP/IP, DNS, VPN, and DHCP.
- Mobile Device Support: Set up and support iPhones and Android devices, including configuration and troubleshooting.
- Ticket Management: Create tickets, run reports, search knowledge articles, and analyze data using the Remedy Force ticketing system.
- Collaboration and Communication: Collaborate with internal stakeholders to resolve complex issues, report bugs, and provide technical guidance.
- Experience: 3+ years of experience in Helpdesk (phone and email) technical support for an enterprise organization with a major ticketing system (Remedy preferred).
- Networking Knowledge: 2+ years of experience supporting networking concepts, including TCP/IP, subnetting, routing, DHCP, and DNS for an enterprise organization.
- Microsoft Office Support: 2+ years of experience troubleshooting Microsoft Office software, including Outlook, Excel, Word, PowerPoint, and related add-ins.
- Advanced Excel Skills: Advanced Excel spreadsheet experience, including pivot tables, formulas, and dashboarding.
- Mobility Support: Experience troubleshooting all aspects of mobility, including Windows/Mac laptops, remote connectivity, and VPN.
- Office 365 and Active Directory: Experience working with Office 365, Active Directory, and Microsoft Exchange.
- Certifications: 2 or more industry certifications (e.g., CompTIA suite, ITIL, Microsoft Specialists, ACSP, etc.) preferred.
- Education: Bachelor's degree (BS or BA) preferred.
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Service Desk Operations Specialist
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