What are the responsibilities and job description for the IT Service Desk Specialist position at Acunor Infotech?
Job Title: IT Service Desk Specialist
Location: Wilmington, NC
Employment Type: Full-Time
Job Summary
The Associate IT Specialist is a customer service driven professional, committed to providing responsive and thorough assistance to our technology solutions. As a member of the Help Desk team, you are the first line of engagement to support users through complex and routine system needs. Your day to day is spent monitoring and prioritizing user ticket queue, delivering information and documentation to users, delivering projects and tasks to completion, and contributing to the overall success metrics of the IT organization, with a focus on innovation, reputation, and speed at the core of daily service delivery.
Responsibilities:
- Deliver exceptional customer service to all stakeholders via phone, remote, and face to-face interactions with users to provide solution and enhance user skills
- Assist in triaging and responding to tickets received into our global IT Helpdesk.
- Monitor internal IT support channels and field walk-up support requests from other Help Desk and IT team members.
- Provide day-to-day support and troubleshooting on a variety of hardware solutions (i.e., Mac/PC systems, mobile devices, office printers, audiovisual and video conferencing systems.
- Solve issues effectively and efficiently by leveraging internal and external resources and knowing when to escalate.
- Maintain end-user documentation, keeping information current and delivering training and resources as needed
- Support new hires onboarding by provisioning new computers, user accounts and peripherals.
- Identify and provide solutions to streamline processes effectively and efficiently 6770 Parker Farm Drive Wilmington, NC, 28405
- Manage and maintain Microsoft Windows desktop/server and Active Directory environments
- Understand and implement security administration standards on both Mac and PC
- Stay abreast of current software and technical procedures, and identify innovations to enhance current software and technical offerings
- Assist with administrative tasks and other assignments as required.
Qualifications
Requirements:
- Bachelor's degree in computer science, information technology, or related discipline or combination experience and education
- Exceptional communication and customer service skills to Make Someone’s Day and resolve user issues
- Ability to understand and troubleshoot problems by applying knowledge and documentation resources
- Experience with endpoint configuration management tools, such as mobile device management (MDM) tools.
- Ability to troubleshoot basic network issues.
- Strong technical acumen, with ability to learn and understand new software, systems, and hardware
- Ability to manage multiple tasks and prioritize based on risk and impact to stakeholders
Desired:
- Experience in SaaS or other enterprise IT environments.
- Experience with Zoom video conferencing.
- Experience with Microsoft Intune Endpoint Manager.
- Scripting experience (HTML, PHP, Shell, Bash, Python, etc.)
Job Benefits
- 401(k) plan with employer matching.
- Health insurance coverage.
- Life insurance benefits.
- Paid time off (PTO).
Job Type: Full-time
Pay: $25.00 - $33.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Work Location: In person
Salary : $25 - $33
