Service Desk Support Specialist

2 months ago

Raleigh, North Carolina, United States Crescens Full time
Job Title: Service Desk Technician

Location: Remote Opportunity

Duration: 12 months

The User Support Technician II (Service Technician II) is an essential role on the Service Desk, dedicated to handling advanced troubleshooting for state and local employees, private businesses, schools, and North Carolina citizens.

The Client's Service Desk is the 24×7x365 single point of contact for customer-submitted incidents and service requests. Service Desk Technician II's provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technology-based systems located throughout the state agencies and universities, as well as for private citizens.

Key Responsibilities:

  • Provide advanced technical support via phone, email, and tickets, working under general supervision of the Service Desk management team.
  • Research and analyze issues/problems and solicit relevant information from users to describe non-routine problems and resolve or escalate them to the next level.
  • Responsible for promoting a positive customer relationship and requires a high customer service orientation, strong interpersonal skills, and advanced troubleshooting skills to provide support to a diverse population.
  • May be required to work weekends and holidays, as needed.

Requirements:

  • Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.
  • Enhanced computer literacy is required.
  • Understanding of call center environment and Service Desk role.
  • Experience with ServiceNow is preferred.
  • HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred.
  • Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.
  • Advanced troubleshooting and problem-solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, O365, desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.
  • Ability to organize and follow more complex and/or detailed technical procedures.
  • Capable of analyzing and resolving routine problems based on existing documentation, training, and resources.
  • Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.
  • Demonstrated sense of ownership, reliability, and urgency.
  • Ability to establish proactive relationships with customers, including providing education to customers as appropriate.
  • Able to convey ideas on non-routine subjects clearly.
  • Proficient in translating technical issues into understandable terms for non-technical users.

Education and Experience:

  • Associate degree in computer information technology, computer technology integration, networking technology, or related curriculum from an appropriately accredited institution.
  • 2-4 years of related work experience.
  • Equivalent combination of education and experience.

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