Job Details

HELP DESK SERVICE SPECIALIST 2

Local Candidates

75% onsite and 25% remote

RESPONSIBILITIES

Responsible for providing first-level support for fiber, network, and systems issues by answering, responding, and solving customer s technical requests in a non-scripted environment or elevating tickets to the appropriate team members for further action.

Writing customer communications, processes, and other customer-facing documentation.

Proactively monitor, analyze, and troubleshoot information technology issues and own, follow-up, and drive problem resolution.

Work within an Agile environment.

QUALIFICATIONS

Solid knowledge of Service Desk and Customer Support center operations.

Minimum of two (2) years hands-on experience troubleshooting various hardware and software products, including, but not limited to: desktops, laptop/tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN/WAN, VPN, antivirus, remote access technologies, and mobile devices.

An Associate s degree in an Information Technology related field.

Have a proactive nature with the ability to solve problems.

Be able to work on multiple projects, activities, and tasks, simultaneously.

Have excellent customer service, interpersonal, and communication skills, including the ability to explain technical information to customers, as needed, to effectively train/advise them on information technology issues.

The ideal candidate should have one or more of the following certifications:

CompTIA A+, CompTIA Network+, CompTIA Security +

MCSA: Windows 10

MCSE: Desktop Infrastructure

HDI CSR

ITIL

Udemy IT Help Desk Professional