Title: Service Desk Support Specialist
Employee Status: Regular Full Time
Work From Home Option: Not Applicable
FLSA Status: Non-Exempt
Job Overview:
As a Service Desk Specialist, you will be responsible for answering, evaluating and prioritizing incoming telephone, voice mail, Live Chat, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies. Working on a collaborative, customer-focused team, you will work to resolve issues in a timely fashion while providing top-notch technical support.
Essential Functions:
- Proactively follow up with users, track, and monitor all open/pending Help Desk tickets.
- Log and track calls using problem management database and maintain history records and related problem documentation.
- Use technical, analytical expertise and knowledge of systems to resolve problems internally or through outside vendors and escalate issues as appropriate to Information Systems management.
- Develop effective lines of communication with front/back-office users and Information Systems; have effective use of support tools and processes: e.g. monitoring, e-mails, and Helpdesk tracking system.
- Act promptly to address client needs upon understanding their expectations, constraints and concerns.
- Understand and respond appropriately to the needs of clients who are encountering systems difficulties related to software or hardware/ infrastructure maintaining; transparency with timely & accurate feedback.
- Install personal computers, software, and peripheral equipment.
- Provision of on-site applications support to users within different business units.
- Determine whether problem is caused by hardware such as modem, printer or software, etc.
- Provide comments on all assigned Service Desk tickets.
- Utilize all available information tools to resolve issues.
- Escalate all service issues to the next shift or manager prior to scheduled time out of office.
- Other projects as assigned.
Qualifications:
- Associate's Degree in Computer Science/or Equivalent.
- 1 to 3 years of experience.
- Strong working knowledge of Microsoft and Mac Desktop Operating Systems and hardware requirements.
- Strong communicator with the ability to explain technical concepts to partners, customers and users that aren’t tech savvy.
- Strong/proven client facing skills.
- Ability to work a racing schedule: Wednesday to Sunday with some holidays and to relocate to Saratoga Springs for the summer. A travel stipend is provided for this purpose.
Summary of Physical Requirements and Work Environment:
While this is mostly a sedentary role, there are physical requirements when assisting users which may require being outdoors and bending, kneeling and lifting. This is 100% on site.
Pay Range / Salary: $23.00 - $25.64