What are the responsibilities and job description for the Help Desk Service Specialist position at Rose International?
Required Skills :
Solid knowledge of Service Desk and Customer Support center operations.
Minimum of two (2) years’ hands-on experience troubleshooting various hardware and software products, including, but not limited to : desktops, laptop / tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN / WAN, VPN, antivirus, remote access technologies, and mobile devices.
Have a proactive nature with the ability to solve problems.
Be able to work on multiple projects, activities, and tasks, simultaneously.
Have excellent customer service, interpersonal, and communication skills, including the ability to explain technical information to customers, as needed, to effectively train / advise them on information technology issues.
Knowledge and skills in troubleshooting desktops and laptop systems and assists with asset management of computers, peripheral devices, and printers
Desired Skills :
Knowledge of, or experience in an organization utilizing the Agile Framework is a plus
Preferred Certifications :
The ideal candidate should have one or more of the following certifications :
CompTIA A , CompTIA Network , CompTIA Security
MCSA : Windows 10
MCSE : Desktop Infrastructure
ITIL
Udemy IT Help Desk Professional
Other vendor or vendor-neutral networking certifications may be considered on a case-by-case basis.
This position is a critical piece of the continued internal customer support of over 1800 users.
Responsibilities :
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 Client and the Desktop Support Manager.
Project Overview :
This position is the first point of contact and is responsible for providing tier 1 hardware and software technical support to internal users, contractors, and vendors. The person chosen to join our team will be truly committed to the success of the IT division, which requires an effective, courteous, and proactive response to multiple sources of requests. This includes but is not limited to :
Inbound calls, emails, and walk-in customers
Establishing new users including network, email accounts, and maintaining accurate and complete user information in Active Directory and Azure
Identifies customer needs and decides how to resolve problems before escalating to appropriate technical staff
Maintains Service Desk request tracking software and utilities and monitors all assigned Service Desk tasks
Only those lawfully authorized to work in the designated country associated with the position will be considered.
Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.
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