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Technical Support Specialist

2 months ago

Pensacola, Florida, United States SMKSoft Inc Full time

Position Title: Service Desk Specialist

Company: SMKSoft Inc

Location: Hybrid

Overview:

The Service Desk operates in a dynamic environment, providing 24/7 support for our organization. This role serves as the initial point of contact for Enterprise Technology Services (ETS), focusing on resolving customer incidents, addressing inquiries, and facilitating Service Catalog Requests. Our goal is to deliver exceptional service, ensuring a streamlined experience for our clients.

Key Responsibilities:

  • Handle incoming calls to deliver technical assistance and troubleshooting.
  • Provide support through web queues, outbound communications, and email correspondence.
  • Utilize available resources to resolve technical challenges promptly.
  • Employ various PC applications to document, maintain, and report activities.
  • Escalate requests that exceed your expertise when necessary.
  • Participate in regular staff and mentorship meetings.
  • Maintain awareness of adherence to promote departmental success.
  • Follow ETS practices, policies, and procedures diligently.
  • Perform additional related duties as required.

Qualifications:

  • Understanding of the information technology sector.
  • Basic skills in troubleshooting and resolving technical issues.
  • Familiarity with enterprise systems and IT terminology.
  • Experience in addressing routine administrative and operational challenges.
  • Strong verbal and written communication abilities.
  • Capability to apply soft skills when engaging with end users.
  • Basic organizational, planning, and time management skills.
  • Aptitude for managing multiple tasks with high accuracy.
  • Ability to work both independently and collaboratively.
  • Minimum of 3 years in Tier 1 support or a similar role.

Thank you for considering this opportunity.