Description
Service Desk Specialist (Short Term Contract)
The IT Support Technician role is to ensure hardware and software functionality for internal end users. As a IT Support Technician, you will provide break-fix support and request fulfillment for 60K+ users on a wide variety of technology platforms and applications. Because this is an internal Service Desk, we place a high value on serving our customer-facing associates and those who are in direct support of accomplishing our business objectives. In addition to one’s technical acumen, we expect a high attention to detail, outstanding customer service, and one’s ability to build a rapport to effectively elicit essential details from the user.
Responsibilities:
- Record, track, and document all interactions in the appropriate ticketing tool, as well as identify and escalating critical incidents
- Diagnose and troubleshoot hardware and software issues
- Research issues using available internally available resources
- Approach each interaction with a “Customer Obsessed” mindset
- Evaluate documented resolutions and analyze trends
- Support several types of end users, from software engineers and financial associates to top executives
Qualifications:
(Required)
- High-level customer service and interpersonal skills
- Strong written and verbal communication skills
- Ability to quickly absorb and retain information
- Strong documentation and organizational skills
- Ability to work well on a team in a fast-paced environment
- Ability to type a minimum of 60 wpm
- Working knowledge of computers and networks
- Excellent troubleshooting skills
(Preferred)
- Associate degree, technical certification, or equivalent work experience is preferred
- Previous experience in a Help Desk Support role is a plus
- Experience supporting Microsoft Windows 7 & 10
- Experience supporting Microsoft Office 2010 & O365
- Experience supporting Apple MacOS and Apple mobile products
- Experience with ServiceNow, or other ticketing systems is a plus
- Knowledge of ACD telephony systems
- Experience supporting remote workers in a corporate environment
Additional Considerations
- The initial paid training will be conducted Monday – Friday. The start times of training will vary depending on the candidate’s location. Once training is complete, your shift be adjusted to align with the business need.
- Equipment will be provided
- We primarily operate during market hours, but evening, weekend, and overnight shifts may also be available
