Service Desk Specialist

DPR•Greenville, FL

4d•$24 - $46

About The Position

The Service Desk Specialist provides technical support to internal end users for hardware and software issues ranging from simple to complex, including installing, conﬁguring, and supporting new and existing software. They must have excellent problem-solving skills and be able to make independent decisions related to software, hardware, or other entry to mid-level IT issues. The ability to work outside regular hours on a rotating basis is required.

Requirements

Strong knowledge of Microsoft 365
Strong knowledge of IT Service Management practices and principles.
Solid knowledge of Microsoft Windows
Strong knowledge of mobile devices, application, and desktop support.
Solid knowledge of cloud applications.
Excellent time management skills.
Strong analytical skills.
Strong organizational skill and attention to detail.
Strong understanding of business processes.
Ability to support and troubleshoot iOS and Android mobile devices.
Basic understanding of networking troubleshooting
Excellent communicator, positive attitude, and a desire for professional growth
Must be able to provide outstanding client service.
Must have excellent communication skills (written and oral) -- in person and on the phone, including e"ective listening and interviewing skills.
Ability to respond quickly and e"ectively to high pressure situations.
Skilled in troubleshooting and root cause analysis.
Team player, accepts & seeks feedback.
Interact professionally with other employees, customers and suppliers
Ability to manage multiple conﬂicting priorities and deadlines e"iciently
Flexibility to work after hours or weekends, if necessary.

Nice To Haves

Bilingual in Spanish

Responsibilities

Provide technical support to end-users through remote, phone, IM, and e-mail channels for hardware and software problems.
Document calls and work requests using a ticketing system, keeping detailed up-to-date status updates.
Complete assigned tickets within published service level agreements (SLAs)
Help with setting up, maintaining, and deploying computer software.
Participate in on-call rotations, including weekends and overtime as needed.
Assist in root cause analysis of recurring issues.
Troubleshoot mobile device and laptop issues.
Provide Level 1 support and escalate incidents requiring advanced expertise to higher-tier support teams.
Train users to avoid recurring incidents.
Investigate technical issues and assist in keeping the solutions database updated.
Keep the service desk manager informed of trending issues and activity.