What are the responsibilities and job description for the Service Desk Specialist position at Kforce Inc?
Responsibilities
Kforce has a client in Phoenix, AZ that is seeking a Service Desk Specialist that provides first level end-user support and incident diagnosis for Republic Services applications, endpoints, and infrastructure. The Service Desk Specialist acts as a single point of contact between the end-user and other IT resources. This position also documents incoming interactions and their resolutions, manages ticket routing and incident resolution with other IT resources, and works with team members to maintain the team's knowledge base. Responsibilities:
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client in Phoenix, AZ that is seeking a Service Desk Specialist that provides first level end-user support and incident diagnosis for Republic Services applications, endpoints, and infrastructure. The Service Desk Specialist acts as a single point of contact between the end-user and other IT resources. This position also documents incoming interactions and their resolutions, manages ticket routing and incident resolution with other IT resources, and works with team members to maintain the team's knowledge base. Responsibilities:
- Responds to incoming interactions initiated via phone, email, self-service, or chat
- Fulfills incoming service requests
- Diagnoses and troubleshoots incidents with tablet hardware, enterprise applications, locally installed software, and other industry standard technologies
- Uses the IT Service Management tool to accurately document all incoming interactions and resolutions
- Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller's satisfaction
- Keeps Service Desk team and management informed of any new support issues in a clear and timely manner
- Research support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tool, external knowledge bases, software manuals, and via collaboration with other team members
- Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes
- Contributes to the department's knowledge management initiatives
- Performs other job-related duties as assigned or apparent
- High School diploma or GED required
- 1 years of remote IT support experience in a 1000 decentralized user environment
- Bilingual (Spanish)
- Ability to communicate technical information to non-technical users
- Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products
- 3 years of remote IT support experience in a 1000 decentralized user environment
- HDI Support Center Analyst or equivalent certification
- Understanding of application/database relationships including basic knowledge of SQL (Structured Query Language) to interact with the database
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
