Help Desk Service Specialist 2
On-siteCarson City, Nevada, United States
Job Summary
Provide tier-one hardware and software technical support to internal users, contractors, and vendors by answering, responding to, and solving customer requests in a non-scripted environment. Establish new users including network and email accounts while maintaining accurate information in Active Directory and Azure. Monitor Service Desk request tracking software, record activities, and proactively analyze and troubleshoot IT issues to drive resolution. Assist with asset management of computers, peripherals, and printers. Write customer communications and documentation. Participate in Agile and Scrum processes, including daily standups and sprint planning, while reporting daily activities and impediments. Complete assigned tasks according to State and NDOT standards. Work onsite at the Nevada Department of Transportation Headquarters in Carson City.
Required Qualifications
- 100% onsite work
- Local candidate
- 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
- Proactive nature with the ability to solve problems
- Ability to work on multiple projects, activities, and tasks, simultaneously
- 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
- 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
- Ability to work in an Agile Project Management environment
- Agile experience
- Ability to participate in all Scrum activities, including but not limited to: Daily Standup meetings, Sprint Planning Meetings, Sprint Review meetings, and Sprint Retrospective meetings
- Excellent verbal and written communication
- Ability to complete work timely, verbally report daily activities and impediments to the team
- Ability to recommend solutions to impediments
- Ability to update completed work in Azure DevOps
- Ability to work on-site at the Nevada Department of Transportation Headquarters in Carson City, Nevada
- Ability to work remotely on a case-by-case basis
Desired Qualifications
- Knowledge of, or experience in an organization utilizing the Agile Framework
- Other vendor or vendor-neutral networking certifications
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