What are the responsibilities and job description for the Mid-Level Service Desk Support position at MTH Consulting?
Clearance Requirement: Top Secret
Years Required: 6
Job Summary: We are seeking a dedicated Service Desk Support professional to provide exceptional technical support to end users on a variety of issues. The ideal candidate will be responsible for identifying, researching, and resolving technical problems, serving as the first point of contact for troubleshooting hardware/software and printer issues. This role involves responding to requests via telephone, email, and in-person, ensuring timely and efficient resolution of support tickets while documenting and tracking all interactions.
Key Responsibilities:
- Provide technical support to end users on various hardware and software issues, including PCs and printers.
- Respond to telephone calls, emails, and personnel requests for technical assistance, ensuring excellent customer service.
- Identify, research, and troubleshoot technical problems, utilizing available resources and documentation.
- Document, track, and monitor all support requests to ensure timely resolution and maintain a clear record of issues and solutions.
- Ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
- Collaborate with other IT teams to escalate and resolve complex issues as needed.
- Maintain a knowledge base of common technical issues and solutions to improve response times and support processes.
- Provide feedback and suggestions for improving the efficiency of service desk operations and user satisfaction.
Qualifications:
- High school diploma or equivalent; an associate degree in Information Technology or a related field is preferred.
- Proven experience in a service desk or technical support role, with a strong understanding of hardware and software troubleshooting.
- Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
- Strong problem-solving skills and the ability to work independently as well as part of a team.
- Familiarity with ticketing systems and remote support tools is a plus.
Preferred Skills:
- Knowledge of common operating systems (e.g., Windows, macOS) and applications.
- Experience with ITIL practices or service desk best practices.
- Certification in relevant technical areas (e.g., CompTIA A , Microsoft Certified: Azure Fundamentals) is advantageous.
Join our team as a Service Desk Support professional and be the vital link between our end users and technical solutions, ensuring a smooth and efficient support experience!
Job Type: Full-time
Pay: $65,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
- Monday to Friday
Work Location: In person
Salary : $65,000 - $80,000
