What are the responsibilities and job description for the Service Desk Support Specialist position at Cynet Systems?
Job Description:
Pay Range: $15hr - $20hr
Pay Range: $15hr - $20hr
- The specifics, if any, associated with the Service Desk Support Specialist I role are described in the attached Position Summary.
- Provide professional, efficient and effective customer service to the end-user community.
- Answer incoming phone calls to the Service Desk using Information Technology Infrastructure Library (ITIL) best practices.
- Respond to tickets submitted by end users through online portal.
- Use and assist in maintaining knowledge database and other documentation to help resolve issues.
- Communicate with subject matter experts via various methods including email and instant messaging applications.
- Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices.
- Document issues and resolutions effectively and efficiently.
- Provide daily turnover reports.
- Maintain proper shift coverage for answering calls.
- Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology.
- These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
- Other duties as assigned.
- One-year experience in customer service, phone experience preferred.
- Technical support service experience a plus.
- A combination of education and experience may be substituted for requirements
- Strong analytical and problem-solving skills.
- Ability to multitask and prioritize work demands.
- Excellent interpersonal and communication skills.
- Ability to be flexible, versatile and adaptable in day-to-day activities.
- General knowledge of desktop and laptop computers, printers and other computing equipment.
- General knowledge of operating systems (e.g., Windows, Mac OS) and popular software solutions (e.g., Office 365, Internet browsers).
- General understanding of networking concepts and networking equipment including hubs, routers and cabling infrastructure.
- Knowledge of mobile devices including but not limited to smartphones and tablets
- General understanding of information security concepts and software (e.g., Windows Defender, McAfee Antivirus, BitLocker, ForeScout Network Access Control)
- Commitment to providing superior customer service and delivering work in a timely and accurate manner following established company standards.
- Knowledge of IT Service Management (ITSM) best practices in process areas of incident management and request fulfillment a plus.
- No direct reports; may indirectly provide leadership and guidance to less seasoned and new staff.
- No direct budgetary responsibility.
- Ability to adjust the working schedule which may include occasional after-hours and weekend shifts.
- While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms.
- The employee is occasionally required to stand; walk; and stoop; kneel; or crouch.
- Due to the nature of the job the candidate should be able to lift 5 pounds with assistance. and occasionally lift and/or move up to 20 pounds.
- Specific vision abilities required by this job include close vision, distance vision and depth perception.
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office working conditions.
- The noise level in the work environment is quiet to moderate.
Salary : $15 - $20
