Help Desk Support Specialist

Position Overview

Responsible for the daily quality of the Service Desk Incident Management process, collaborating with the support groups to ensure swift resolution of incidents and fulfillment of the service requests. Provides first level support while helping with various tasks in the IT department.

Required Skills & Qualifications

• 3 years experience in a help desk environment, or customer service involving technology support preferred.
• ITIL / ITSM working practices related to Service Desk operations.
• Supporting tickets for enterprise applications
• Computer programs, including Microsoft Office suite of applications, Adobe Acrobat, Webex Meeting Center,

Nice to Have Skills & Qualifications

- Cloud based enterprise applications help desk support

Day to Day (Essential Responsibilities):

• Answers and responds to all inbound calls and tickets from end-users for the company's IT Services and support.
• Handles end-user issues or requests with professional and customer first attitude.
• Utilizes hands-on technical skills to diagnose and resolve all tickets at the IT Service Desk (e.g., First Call Resolution) prior to escalating to level-2 or above IT support staff.
• Analyzes and resolves all desktop application software and/or hardware incidents and requests from end-users based upon the Service Level Agreements.
• Follows up with reported incidents to ensure they are resolved, requests are filled, and follow-up communication back to the customer/end user is completed.
• Maintains ownership throughout the process until ultimate resolution of the request or incident.
• Establishes and develops relationships with other IT team members through frequent communication and collaboration.
• Creates and documents all support calls from the end-user community into the service desk tool – BMC Remedyforce.
• Logs and tracks Incidents and Service Requests from creation through resolution stages.
• Contributes and coordinates updates to the Knowledge Article database within the Remedyforce platform that improves the IT Service Desk to resolve customer(s) issues more effectively (e.g., First Call Resolution) through Self-Service portal.

Compensation:

$20/hr to $24/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as short-term and long-term disability, life insurance and AD&D. Employees will also have access to a registered retirement savings account with employer matching. Employees in this role are also entitled to sick leave and/or other paid time off as provided by applicable law.