Help Desk Service Specialist
On-siteCarson City, Nevada, United States
Job Summary
Provide tier-one network and systems support by answering, responding to, and solving customer technical requests in a non-scripted environment. Establish new users including network and email accounts while maintaining accurate information in Active Directory. Maintain service desk request tracking software, monitor user support activities, and record all service desk tasks. Assist with asset management of computers, peripheral devices, and printers. Write customer communications, processes, and documentation. Proactively monitor, analyze, and troubleshoot information technology issues to own, follow up on, and drive problem resolution. Work within an agile project management environment to complete assigned tasks according to standards set by the Desktop Support Manager.
Required Qualifications
- Solid understanding of Service Desk and Customer Support center operations
- Minimum of two (2) years of hands-on experience troubleshooting various hardware and software products, including but not limited to desktops, laptops/tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN/WAN, VPN, antivirus, remote access technologies, and mobile devices
- Proactive approach with the ability to solve problems
- Able 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 or advise them on information technology issues
Desired Qualifications
- 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
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