| 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. |
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Scope: |
- Applies company policies and procedures to resolve a variety of issues
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- Works on problems of moderate scope
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- Receives general instructions on routine work and detailed instructions on new projects
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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.
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- Maintain equipment inventory, including processing RMAs and ordering new equipment.
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- Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.
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- Participates in monitoring, updating and maintaining tickets in a defined ticketing system.
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- Responds to tickets, contacts users and plans workload.
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- Update, track and escalate the ticket to appropriate levels/group for resolution as required.
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- Sign off on closed tickets with the user to include follow up specifically to the end user.
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- Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
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- Engage in support of access to corporate network/wireless and applications both on the network as well as over VPN.
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- Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
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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
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- Builds productive internal and external working relationships
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- Exercises judgment within defined procedures and practices to determine appropriate action
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- Ability to work independently with minimal supervision
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- Excellent coordination skills and a team player
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- Ability to identify issues and escalate as needed
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- Excellent written and oral communication skills
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- Strong interpersonal and customer service skills
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- Knowledgeable about hardware, software, and network troubleshooting
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- Understanding of software application use and installation
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- Ability to resolve technical issues under pressure
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Physical Demand & Work Environment: |
- Must have the ability to perform office-related tasks which may include prolonged sitting or standing
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- Must have the ability to move from place to place within an office environment
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- Must be able to use a computer
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- Must have the ability to communicate effectively
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- Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
https://astreya.wd5.myworkdayjobs.com/life-at-astreya-opportunities/job/LaGrange-GA/Service-Desk-Specialist-II_R0008659 |
