IT Service Desk Specialist - Tier 0

Bay Systems Consulting, Inc.•Pasadena, CA

2d•Onsite

About The Position

The IT Service Desk Specialist provides support to end users with hardware, software, and network-related problems, questions, and usage. The role resolves unusual issues and works with Help Desk Management to diagnose and resolve problems that cannot be diagnosed independently. The specialist responds to Tier 2 and higher trouble tickets, maintains ownership of problems, promotes end-user satisfaction, and closes assigned ticket activities. Other duties may be assigned and may require specific physical abilities. The role provides basic application and/or hardware support to Service Desk callers. Tasks include answering calls, escalating unresolved calls to the appropriate support team, creating and maintaining incident tickets, verifying device functionality and service availability, and providing solutions at least at the level documented in the Knowledge Base. The position may also support more complex issues or provide subject-matter expertise on application software and hardware, including escalating calls to other JPL IT service providers.

Requirements

Bachelor’s degree in Computer Science or a related field, or equivalent, and two to four years of related experience in computer hardware, software, networking systems, and computer system setup, configuration, use, and troubleshooting.
A Bachelor’s degree in Computer Science or a related field and zero to two years of related experience may be considered in lieu of additional years of experience with a high school diploma.
Provide basic application and/or hardware support to Service Desk callers.
Answer calls, escalate calls when unable to resolve them, and create and maintain incident tickets.
Verify device functionality and service availability and provide solutions at least to the level documented in the Knowledge Base.
Support more complex issues and/or provide subject-matter expertise on application software and hardware.

Responsibilities

Support end users with hardware, software, and network-related problems, questions, and usage.
Resolve unusual issues and work with Help Desk Management to diagnose and resolve problems when unable to diagnose them independently.
Respond to Tier 2 and higher trouble tickets.
Maintain ownership of problems and promote end-user satisfaction.
Close activities for assigned tickets.
Answer Service Desk calls and escalate unresolved calls to the appropriate support team.
Create and maintain incident tickets.
Ensure and verify device functionality and service availability.
Provide callers with solutions at least to the level provided in the Knowledge Base.
Provide support for more complex issues and/or subject-matter expertise on application software and hardware, escalating calls to other JPL IT service providers when appropriate.
Perform other duties as assigned, which may require specific physical abilities.