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Under direct supervision the Service Desk Specialist 1 provides basic and intermediate level technical support to the company’s end users over the phone, in person, or remotely via remote access software. Responsibilities include creation of incident tickets for Level 2 support issues and other daily and project tasks as assigned. They may also perform Operations tasks as assigned to the Service Desk.
The IT Service Desk operates 7 days a week – 7 AM to 12:00 AM. The iSeries Operations portion of the team operates 7/24. The associate will have an assigned primary shift, but must be able to work variable shifts and days.
Field requests for technical assistance from user Company websitees basic and intermediate issues or escalates to the appropriate support team in a timely manner.
Basic support and troubleshooting steps include, but are not limited to: Ticket routing, Password resets, Printer configurations, Break/Fix, and Escalations to level II or level III service desk associates
Perform other daily and project work as Company website includes but is not limited to: imaging of PC’s, asset disposals and creating or revising of documentation.
Perform operations tasks such as the printing of large reports, processing of scheduled jobs and monitoring of systems health to allow for proper escalation during system or application errors and outages.
Exceptional customer service skills
1- 2 years’ experience in an IT support environment
Basic Networking knowledge of TCP/IP, DNS, VLAN’s, etc.
Familiar with ticket creation and IT service management tools
Microsoft OS and Office experience
Type 32 WPM
Ability to demonstrate organization and documentation skills
A degree in computer science or related field may be substituted for experience
ITIL and CompTIA certifications are a plus
Experience with iSeries or AS/400 operations and system monitoring is a plus
Knowledge of LDAP and other protocols a plus
Professional appearance and attire is a must
Good oral and written communication skills
Resourceful, well organized, highly dependable and detail oriented
Must have reliable transportation
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