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IT Helpdesk
4 weeks ago
Norco, United States
Kros-Wise
Full time
Job Description
- Serve as Tier 1 Help Desk support for ServiceNow applications deployed for our customer
- Provides phone, email, and web support to users for applications developed or deployed under this contract.
- Experience providing helpdesk services to applications in a multi-department environment
- Address client queries via phone or email as required
- Perform troubleshooting through diagnostic techniques to pertinent questions
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue into the trouble ticketing system
- Manage ticketing queues in a timely manner to maintain defined Service Level agreements
- Perform post-resolution follow-ups to help requests
- Work independently and as part of the team
- Document status updates and follows up for users on status for resolution
- Create ticketing metrics reports for leadership meetings
- Strong written and verbal communication skills
Qualifications
- 2-3 years Ticketing system expertise
- Experience working with Windows 7/10, Windows servers 2008-2019, Mac OS
- Experience working with MS Office suite including email clients (Outlook)
- Experience with ticketing systems and helpdesk processes
- Experience in supporting proprietary software
- Experience with Active Directory, printers, anti-virus, backups
- Hands on experience with diagnosing and resolving basic technical issues
- Has the ability to understand user problems and the ability to explain technical fixes in a clear manner to non-technical users
- IAT Level I Certified - A+ and/or Security+ Certification
- Active Secret Security Clearance
- ServiceNow knowledge or experience, a Plus