Support Desk Specialist (Tier 2 IT Help Desk)
About The Position
The Support Desk Specialist is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will provide phone support, remote troubleshooting and administration. ESSENTIAL FUNCTIONS: Provide technical support and remote help desk services to Marco clients, escalating when necessary. Review current systems and make technical/process recommendations for improving efficiency. Identify reoccurring issues in client’s environment and proactively provide recommendations to improve efficiency, performance and reliability of client’s network. Maintain client documentation. Stay up to date with relevant state-of-the-art technology, equipment, and/or systems. Accurately maintain documentation and comply with service administrative procedures in a timely basis to include time entry. Ability to perform in a call center environment. Supporting multiple companies with end user requests and third party business applications. Efficiently communicate with technical and non-technical end users. Perform other related duties as assigned.
Requirements
- Bachelor’s degree and two years of relevant experience; or equivalent combination of education and experience.
- Solid understanding of the administration of network operating systems, applications, and services found in a client environment.
- Proficiency with business collaboration tools such as MS Office applications.
- Communication – Must possess strong communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization.
- Commitment – See that tasks are completed from start to finish. Demonstrate thoroughness and commitment.
- Initiative – Must possess the ability to be a self starter and take initiative. Work to identify and resolve problems in a timely manner however if you can’t resolve it yourself, use resources to find someone who can.
- Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation.
- Team Work – Contribute to a positive team spirit by working with others on a combined task. Make contributions to the task and share the responsibility of the outcome. Exhibit objectivity and openness to others’ views and welcome feedback.
- Time Management – Must possess the ability to prioritize several tasks and keep them running simultaneously (multitasking). Be able to recognize and respond to changing priorities in order to meet deadlines.
Nice To Haves
- Current certifications to include any of the following: MCSA (Microsoft Certified Solutions Associate), CMNA, CCENT (Cisco Certified Entry Networking Technician), CCA (Citrix Certified Administrator), VCA, EMC-SA, BAIS, A+, N+ or Security+ preferred.
Responsibilities
- Provide technical support and remote help desk services to Marco clients, escalating when necessary.
- Review current systems and make technical/process recommendations for improving efficiency.
- Identify reoccurring issues in client’s environment and proactively provide recommendations to improve efficiency, performance and reliability of client’s network.
- Maintain client documentation.
- Stay up to date with relevant state-of-the-art technology, equipment, and/or systems.
- Accurately maintain documentation and comply with service administrative procedures in a timely basis to include time entry.
- Ability to perform in a call center environment.
- Supporting multiple companies with end user requests and third party business applications.
- Efficiently communicate with technical and non-technical end users.
- Perform other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
