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.
