Service Desk Specialist II


GA | LaGrange


Full Remote

Position type


Job Description

What this Job Entails:
The Service Desk Specialist II will support a key staleholder of the client . The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.
  • Applies company policies and procedures to resolve a variety of issues
  • Works on problems of moderate scope
  • Receives general instructions on routine work and detailed instructions on new projects
Roles and Responsibilities:
  • Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
  • Maintain equipment inventory, including processing RMAs and ordering new equipment.
  • Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.
  • Participates in monitoring, updating and maintaining tickets in a defined ticketing system.
  • Responds to tickets, contacts users and plans workload.
  • Update, track and escalate the ticket to appropriate levels/group for resolution as required.
  • Sign off on closed tickets with the user to include follow up specifically to the end user.
  • Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
  • Engage in support of access to corporate network/wireless and applications both on the network as well as over VPN.
  • Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
  • Bachelor's degree (B.S/B.A) from four-college or university and 2 to 5 years' related experience and/or training; or equivalent combination of education and experience
  • Builds productive internal and external working relationships
  • Exercises judgment within defined procedures and practices to determine appropriate action
  • Ability to work independently with minimal supervision
  • Excellent coordination skills and a team player
  • Ability to identify issues and escalate as needed
  • Excellent written and oral communication skills
  • Strong interpersonal and customer service skills
  • Knowledgeable about hardware, software, and network troubleshooting
  • Understanding of software application use and installation
  • Ability to resolve technical issues under pressure
Physical Demand & Work Environment:
  • Must have the ability to perform office-related tasks which may include prolonged sitting or standing
  • Must have the ability to move from place to place within an office environment
  • Must be able to use a computer
  • Must have the ability to communicate effectively
  • Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

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