Help Desk - Tier 1

Help Desk - Tier 1 The Service Desk Specialist receives problems and inquiries via telephone and monitoring utilities regarding data/voice networks, workstations, servers, mainframe, and business applications. Perform troubleshooting, and provide prompt resolution to ensure maximum uptime. Problems that cannot be resolved are referred to appropriate IT support areas in accordance with established Problem Management processes. This position also performs administrative tasks including installation of system changes, daily system monitoring, resolving issues escalated from less experienced personnel and involvement in training of new employees. Major Areas of Accountability

• Provide 1st and 2nd level call center support by identifying, analyzing, and solving customer reported problems with systems/applications. Understands and meets expectations for all calls including opening, problem solving, customer service skills and call closing. Record all calls in the ticketing system following ticket quality guidelines.
• Provide complex troubleshooting and investigation via remote control or other tools for all software and hardware incidents.
• Responsible for system administration, including operating system upgrades and configuration, software installation, printer support, site license monitoring and enforcement.
• Participate in internal projects to improve Service Desk procedures.
• Contribute to continual process improvement activities by identifying training opportunities for staff, improvement opportunities with the process and modifications of the tools used.
• Perform daily administrative tasks with accountability for completion and follow-up.
• Contribute to knowledge base for self service and knowledge documents.
• Document all reported problems, troubleshooting steps, and any other relevant information according to established ITIL processes and procedures.
• Escalate and manage efforts with technical support partners across the business for resolution and confirm availability with customer once a solution has been implemented.
• Work within all facets of the IT Service Desk process and metrics to meet business requirements and Service Level Agreements at an enterprise level.

• Two-year college/vocational technical degree in computer science, management information systems (MIS), information technology, or an approved related degree, or approved information technology certificate; or approved equivalent combination of education and experience

• 1-2 years of experience in an IT service desk or Desktop capacity including experience with problem analysis resolution, escalation and follow-up.
• Excellent interpersonal and communications skills.
• Strong organizational, analytical and decision making skills.
• A minimum of 1 year of using a Ticketing System like ServiceNow.

• Experience using Knowledge Management solutions.
• Basic network troubleshooting skills and experience using remote access tools.