What are the responsibilities and job description for the Help Desk Service Specialist position at Link Technologies?
Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking a Help Desk Service Specialist to join our team.
QUALIFICATIONS
Strong understanding of service desk and customer support center operations.
Minimum two (2) years of hands-on experience troubleshooting a variety of hardware and software products including (but not limited to) : desktops, laptops, tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN / WAN, VPN, antivirus, remote access technologies, and mobile devices.
Associate degree in IT or related field.
Self-starter with effective problem-solving skills.
Capable of handling several tasks and / or projects simultaneously and efficiently.
Courteous and professional customer service and interpersonal abilities.
Able to describe technical information to customers to advise / educate them on IT issues.
Excellent verbal and written communication skills.
Ideal candidate should have one or more of the following certifications :
CompTIA A
CompTIA Network
CompTIA Security
MCSA : Windows 10
MCSE : Desktop Infrastructure
HDI – CSR
ITIL
Udemy IT Help Desk Professional
Other vendor or vendor-neutral networking certifications may be considered on a case-by-case basis.
RESPONSIBILTIES
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 desktop support manager.
DELIVERABLES
The contractor will provide and assist department with the following activities based on the agreed-upon project plan / schedule :
Complete work and project tasks assigned by the department manager on mutually agreed-upon deadlines.
The contractor must be able to work in an Agile / Scrum environment. Agile experience is not required but is desirable. Routine reporting will include but is not limited to the methods defined below as part of the Agile process and is documented using Microsoft DevOps software or other methods mutually agreed upon.
Agile is a philosophy for incremental product development based on a shared set of principles. These principles promote teamwork, collaboration, and adaptability throughout the lifecycle of product development. The contractor will support these principles by participating in a team environment, maintaining a supportive attitude, working well with staff and contractors, and the flexibility to adapt to changes.
The contractor is expected to participate in an Agile development process, specifically Scrum, for most of the work. This includes participation in all scrum activities, including but not limited to : daily standup meetings, sprint planning meetings, sprint review meetings, and sprint retrospective meetings.
Excellent verbal and written communications are expected and required to maintain the workflow.
The scrum process requires individuals to be responsible for completing work in a timely manner and verbally reporting daily activities and impediments to the team. The ability to recommend solutions to impediments is expected and completed work must be updated in the project management software.
Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity / expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.
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