Enterprise Service Desk Specialist - 1st Shift

7-Eleven•Enon, OH

10d

About The Position

Provides technical troubleshooting by telephone and remotely connecting to equipment and by accessing web-based applications; supports multiple pieces of hardware, networks, platforms, and web-based applications; determines if the root cause of a problem is part or a combination of hardware, network or software related issues, and recommends and/or implements solutions.

Requirements

Education: High School Diploma/GED
General understanding of networking fundamentals as it relates to an enterprise environment.
PC architecture, wireless communication, router, and third-party cellular devices.
Familiarity with Windows Operating System and iOS.
General troubleshooting skills.
Capable of working in a fast-paced environment.
Excellent verbal communication skills and the ability to explain technical information in layman’s terms.
Excellent written communication skills with the ability to clearly relate an issue and troubleshooting steps in tickets and emails.
Excellent organizational skills.
Ability to understand intra-department functions and operations.
Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department.

Nice To Haves

Certifications / Licenses: CompTIA A+/Network+ Preferred

Responsibilities

Uses remote tools and cloud technology to provide technical support for hardware, software, and applications.
Identifies and corrects issues using cloud and web-based applications.
Determines the best course of action to improve performance and efficiency of company systems, equipment, and applications.
Understands and completes proper processes when installing software.
Provides troubleshooting and support to multiple domains.
Identifies re-occurring company issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems.
Reads, interprets, and follows procedures described in the internal knowledge base.
Works with third-party help desk vendors as applicable.
Provides phone support as needed.
Attends training classes as required to stay current with new equipment troubleshooting, procedures and technology.
Initiates timely communication of critical events to Team Leads.
Completes other duties, including special projects, as assigned by Management.
Identifies and escalates critical incidents to ensure timely resolution and reduce down time and coordinate with critical incident team.
Ensures highest standards of domain security through proper user authentication procedures.