Service Desk Specialist
On-siteAnnapolis Junction, Maryland, United States
Job Summary
Resolve technical problems and answer queries by telephone or self-service ticket for internal and external customers regarding hardware, software, network, and telecommunications systems. Diagnose, isolate, and analyze issues using historical database records, then document incident status and solutions in tracking tools. Attempt to resolve incidents during first contact or Tier 1 support, efficiently escalating to Tier II or Tier III specialists when necessary. Provide customer-friendly service, answer frequently asked questions, and alert management to recurring problem patterns. May route calls to product line specialists as required. This role may involve working one weekend day a month.
Required Qualifications
- proven ability to multi-task
- ability to prioritize rapidly changing task assignments
- Strong communication skills
- ability to work well independently
- ability to work well in a team environment
- current working knowledge of computers
- current working knowledge of printers
- current working knowledge of laptops
- current working knowledge of common windows applications
Desired Qualifications
- Must be able to work one weekend day a month
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