Help Desk Service Specialist

Job Title : Help Desk Service Specialist 2

Duration : 12 Months

Location : Carson City NV 89712(Onsite)

Job Description :

This position is the first point of contact for IT and is responsible for providing tier 1 hardware and software technical support to internal users, contractors, and vendors. The person chosen to join our team will be truly committed to the success of and the IT division, which requires an effective, courteous, and proactive response to multiple sources of requests. This includes but is not limited to inbound calls, emails, and walk-in customers. Additional duties of the position include establishing new users including network, email accounts, and maintaining accurate and complete user information in Active Directory and Azure. The position identifies customer needs and decides how to resolve problems before escalating to appropriate technical staff. The position maintains Service Desk request tracking software and utilities and monitors all assigned Service Desk tasks. Qualified candidates will have entry-level knowledge and skills in troubleshooting desktops and laptop systems and assists with asset management of computers, peripheral devices, and printers. Knowledge of, or experience in an organization utilizing the Agile Framework is a plus. This position is a critical piece of the continued internal customer support of over 1800 users

RESPONSIBILITIES

• Responsible for providing tier-one network and systems support by answering, responding, and solving customer’s technical requests in a non-scripted environment.
• Establishing new users including network, email accounts, and maintaining accurate and complete user information in Active Directory.
• Maintaining Service Desk request tracking software and utilities, monitoring Service Desk user support and recording and tracking all Service Desk activities.
• Assisting with asset management of computers, peripheral devices and printers
• 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 project management environment
• Complete assigned work according to the specifications and standards set by the State and the Desktop Support Manager.

QUALIFICATIONS

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

The Company is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.