Service Desk Support Specialist

19 hours ago


New York, New York, United States DocGo Full time
Job Summary

DocGo is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for managing level 1 and 2 service incidents/requests from report to resolution. You will also be responsible for triaging tasks and tickets based on scope, SLA, and urgency, and contributing to the continuous process improvement of the Service Desk. Additionally, you will provide administration and support for Azure / On-site AD and various hardware platforms, and provide excellent customer service experience to end-users and executives.

Responsibilities

  • Manage level 1 and 2 service incidents/requests from report to resolution.
  • Triage tasks and tickets based on scope, SLA, and urgency.
  • Contribute to the continuous process improvement of the Service Desk.
  • Provide administration and support for Azure / On-site AD and various hardware platforms.
  • Provide excellent customer service experience to end-users and executives.
  • Assist leads with projects such as infrastructure and systems improvements/updates.
  • Must be able to work independently and integrate with our entire team.

Requirements

  • 3-5 years' experience with service desk / technical support.
  • Proficient with On-Prem and Azure Active Directory.
  • Proficient with Printers/Scanner hardware and administration.
  • Proficient with Windows and MacOS hardware and software.
  • Proficient with Android and iOS devices - MDM experience preferred.
  • Proficient with AV conference tools such as Neat.
  • Excellent customer service-oriented skill set required.
  • Basic understanding of network concepts.
  • Proficient in documenting processes and procedures.
  • Prioritization skills are a must.

EEO/AAP Statement

DocGo is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences. DocGo is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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