Service Desk Support Specialist

14 hours ago

Durham, North Carolina, United States Indigo IT Full time
Job Summary

Indigo IT is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional technical support to our customers, resolving technical issues, and ensuring a high level of efficiency and support.

Key Responsibilities
  • Provide Tier 1 service desk support for moderately complex technical issues, how-to requests, and incidents.
  • Troubleshoot and assist clients using an incident reporting system via telephone, email, and online chat.
  • Fulfill routine end-user requests, resolve service failures, perform routine operational maintenance, perform administrative tasks, and address/fix routine or low complexity problems and incidents.
  • Strive for first-call resolution; if beyond the capabilities of the service desk, escalate the help desk ticket to the appropriate Tier 2 or Tier 3 work center for resolution.
  • Ensure proper day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems.
  • Utilize ServiceNow for issue and request tracking, ensuring all user requests for assistance are documented with an appropriate ticket, and all tickets requiring follow-up work and/or calls receive appropriate attention within designated SLAs.
Requirements
  • Microsoft Office Specialist: Associate certification (REQUIRED, or must be obtained within 30 days of employment)
  • 2+ years of experience providing end-user help desk or technical support in a corporate environment
  • 2+ years experience supporting Windows 10, Microsoft Office Suite (Office 365) and Active Directory
  • Experience troubleshooting computer hardware issues (laptops, desktops, tablets/iphones, printers, monitors, etc)
  • Experience supporting audio/video and video teleconferencing equipment and applications
  • Previous experience using a ticketing system, experience with ServiceNow is desired
  • Time management/organizational skills with the ability to coordinate, prioritize, and escalate multiple help desk tickets
  • Excellent communication skills, orally and in writing, with the ability to effectively communicate with end-users, outside vendors, management, and peers
Benefits

Indigo IT offers an expansive benefits package for our employees, which includes:

  • Medical, Dental, and Vision coverage options
  • 401(k) with company match
  • Group life and disability
  • Flex Spending Accounts (FSA)
  • Paid Time Off (PTO)
  • Paid holidays
  • Education assistance

We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

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