What are the responsibilities and job description for the Desktop Support position at RiseIT Solutions?
Job Details
Company : The Xela Group
Job Title: Desktop Support
Location: Pensacola, FL ,Hybrid
Job responsibilities:
- Respond to inbound calls daily to provide technical support/troubleshooting
Provide support via web queues, outbound interactions, and emails
Leverage resources to resolve technical issues timely
Use PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activities
Escalate requests outside of your scope when necessary
Attend weekly staff/mentor meetings
Remain cognizant of adherence to help promote business unit success
Adhere to ETS Navy Federal practices, policies, and procedures
Perform other related duties as assigned or appropriate
Required Skills:
- Knowledge and understanding of the information technology field
Basic skill troubleshooting and resolving technical problems
Exposure to enterprise systems and IT terminology
Exposure to solving routine or standard administrative, operational, or system problems and issues
Effective verbal and written communication skills
Ability to leverage finesse/soft skills when interacting with end users
Basic organizational, planning, and time management skills
Ability to handle multiple tasks simultaneously with a high degree of accuracy
Ability to work independently and in a team environment
Desired - 3 years of Tier 1 support and capabilities or similar
Desired Call Center or front-line customer support experience
Desired - Knowledge of Navy Federal operations, policies, and procedures
Desired - Knowledge of ITIL (Information Technology Infrastructure Library)
Desired - Previous customer service in a fast-paced environment
Desired - Familiar with ticketing software (ServiceNow) would be a plu
Required Education: At least a Bachelor s Degree (or equivalent experience) in Computer Science, Software/Electronics/Electrical Engineering, Information Systems or closely related field is required.
Necessary Skills: Desktop, Windows
To apply:
Mary Silvery
The Xela Group
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