HELP DESK SERVICE SPECIALIST:

Responsibilities:

Responsible for providing tier-one network and systems support by answering, responding, and solving customer’s technical requests in a non-scripted environment.
Establishing new users including network, email accounts, and maintaining accurate and complete user information in Active Directory.
Maintaining Service Desk request tracking software and utilities, monitoring Service Desk user support and recording and tracking all Service Desk activities.
Assisting with asset management of computers, peripheral devices and printers
Writing customer communications, processes, and other customer-facing documentation.
Proactively monitor, analyze, and troubleshoot information technology issues and own, follow-up, and drive problem resolution.
Work within an agile project management environment.
Complete assigned work according to the specifications and standards set by the State and the NDOT Desktop Support Manager.

Qualifications:

Solid knowledge of Service Desk and Customer Support center operations.
Minimum of two (2) years’ hands-on experience troubleshooting various hardware and software products, including, but not limited to: desktops, laptop/tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN/WAN, VPN, antivirus, remote access technologies, and mobile devices.
Have a proactive nature with the ability to solve problems.
Be able to work on multiple projects, activities, and tasks, simultaneously.
Have excellent customer service, interpersonal, and communication skills, including the ability to explain technical information to customers, as needed, to effectively train/advise them on information technology issues.
The ideal candidate should have one or more of the following certifications:
CompTIA A+, CompTIA Network+, CompTIA Security +
MCSA: Windows 10
MCSE: Desktop Infrastructure
ITIL
Udemy IT Help Desk Professional

Other vendor or vendor-neutral networking certifications may be considered on a case-by-case basis.

TechMind RPO

New Jobs