Service Desk Specialist

Company: Dunhill Professional Search
Location: Fayetteville
Posted on: May 28, 2023

Job Description:

Job Description Provides Tier 1 support of incoming tickets, calls, email, and verbal requests for IT related services. Installs, configures and supports end user computer systems, printers and software. Manages user accounts, passwords and applications assignments. Monitors and reports on systems for proper functionality and availability.Job Responsibilities * Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours. * Receives and logs customer problem/request/issues and ensures proper documentation as it relates to specialized field which may include Network Security, incident management, or similar technical related issues. * Performs initial level of problem identification and attempts to resolve using provided knowledge articles when appropriate otherwise contacts senior team member to assist. * Monitors and tracks incidents in area of specialty to ensure resolution occurs within the customer Service Level Agreement by documenting all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues. * Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention. * Performs follow up on all incidents with customer to ensure customer satisfaction. * Maintains knowledge of the problem tracking software and database. * Maintains knowledge of customer and customer specific business environment. Maintains an understanding of customer Service Level Agreements. * Develops and maintains technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals. * Participates in operational readiness testing for new business transition activities as required. * Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism. Minimum Qualifications AS or BS degree in computer\information systems or related fieldUS Citizenship Required 2+ years of customer service, communication skills and documentation skills to include: * Hands-on experience troubleshooting hardware and software to include Windows; Mac, Linux, Audio Visual and VOIP systems * Understanding of Networking fundamentals. (TCP/IP, routing, subnetting, VPNs) * Experience working with and supporting typical office applications * Must have an active or be able to obtain a TS/SCI security clearance * Active Secret Clearance Other Job Specific Skills * Industry certifications. (A+, Network+, Microsoft, Apple, Linux, Cisco, ITIL, DoD) * Knowledge of Google Apps for Work, AWS and Microsoft clouds * Proven analytical and problem-solving abilities * Ability to work well within a team * Works independently with general supervision and maintains a high-degree of professional conduct at all times * Excellent communication and interpersonal skills * Excellent customer service skills * Strong problem solving and analytical skills * Technical expertise in: - Microsoft Windows Operating Systems - Microsoft Office - Network Connectivity - Print Services - E-Mail and Internet mail * Aptitude to multi-task workloads * Ability to remain calm and courteous in periods of stress * Ability to work with broad range of experience levels * Strong administrative and organizational skills * Willingness to work overtime and varying hours as required#cjpost

Keywords: Dunhill Professional Search, Fayetteville , Service Desk Specialist, Other , Fayetteville, North Carolina