Tier 1 Service Desk Specialist - REMOTE
About The Position
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Tier 1 Service Desk Specialist. In this role, you will be an essential part of a team dedicated to providing high-quality technical support. You will assist users with various technical challenges, ensuring that all incidents and service requests are managed efficiently. Your expertise will help improve user experience and streamline the overall service delivery process. This is an opportunity to grow your skills in a supportive environment while contributing to meaningful mission success.
Requirements
- 6 months to 1 year of experience using ServiceNow ticketing system (preferred).
- Proficiency in MS Office suite, especially Office365, MS Word, and MS Excel.
- Knowledge of MS Windows 10 systems, including Dell and Microsoft hardware.
- Experience with iPhone configuration and troubleshooting.
- Excellent oral, written, and communication skills.
- Associate degree in Computer Science, Management Information Systems, IT, Engineering, Mathematics or a related field (preferred).
- A+ certification highly preferred; ITILv3 or ITILv4 certificate is a plus.
- Candidates must be a US Citizen or a Legal Permanent Resident and be Federal Tax compliant.
Nice To Haves
- 6 months to 1 year of experience using ServiceNow ticketing system (preferred).
- Associate degree in Computer Science, Management Information Systems, IT, Engineering, Mathematics or a related field (preferred).
- A+ certification highly preferred; ITILv3 or ITILv4 certificate is a plus.
Responsibilities
- Provide telephone and email-based support for all users via an IVR system and using the ServiceNow ITSM.
- Assist users with administrative configuration issues such as workstation troubleshooting.
- Reset account passwords, security tokens, PINs, and provide account management support.
- Manage incidents, problems, and service requests using ServiceNow.
- Escalate tickets based on expertise and appropriate group membership.
- Ensure that all incidents are promptly and accurately documented in ITSM.
- Use remote control tools for assisting and resolving customer incidents.
- Monitor the status of open tickets and coordinate resolution as needed.
Benefits
- Flexible work schedules to help balance work and life.
- Excellent training and career development opportunities.
- Generous compensation package.
- Supportive work environment that encourages collaboration and innovation.
- Commitment to employee well-being and engagement.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
11-50 employees
