Description
Service Desk/Help Desk Specialist - Tempe, AZ The Service Desk Senior Specialist will provides technical guidance in activities associated with the identification, prioritization, and resolution of reported problems by telephone or e-mail. Activates include recognition, research, isolation, resolution, and follow0up e-mail. Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers utilizing experience and understanding its environment. May prepare help desk incident reports and assist in hardware and software evaluation.
Responsibilities:
1- Look for opportunities to help co-workers in your department and all individuals in other departments or divisions throughout the company. Offer your services or assistance to make their job easier and to increase their effectiveness and job satisfaction.
2- Always be willing to make a genuine effort to help with any task, job function, or project that you are requested to assist with.
3- Do everything that you can to make all new personnel feel welcome, comfortable and accepted as a contributing members of our successful team.
4- Always display a positive customer service attitude, far beyond what is expected, to all co-workers in all departments or divisions of the company, and to all outside customers, vendors, suppliers, shareholders, and investors.
5- Look for opportunities to contribute to the company's success in every way possible. Protect company assets, use supplies wisely, take pride in your job and all company facilities, and bring to the attention of your supervisor all situations, at any level, that do not meet company standards, policies, and procedures or are inconsistent with the company core values.
Tasks:
1- Provide 1st level technical phone support to one or more technical disciplines to the corporate office or remote sites where needed.
2- Create and maintains documentation for systems and procedures related to primary job responsibilities, including maintaining incident, work request, and knowledge databases.
3- Escalates technical issues to second level support when unable to resolve via first call.
4- Performs other related duties as assigned or requested.
Knowledge, Skills, and Abilities:
1- General knowledge of computer technology in order to analyze, interpret, and apply information.
2- General knowledge of computer hardware and operating systems.
3- Knowledge of department practices and procedures.
4- Knowledge of and skill in using various computer software applications, such as MS Work, Excel, Outlook, and Anit-virus. Ability to perform maintenance on existing programs and identify or coordinate development of user requirements.
5- Mathematical skills to add, subtract, multiply, or divide for balancing or compiling figures.
6- Skill in operating various office equipment, such as personal computers, co-workers, and system documentation.
7- Written communication skill to compose correspondence, reports, and system documentation.
8- Oral communication skill to communicate with customers, co-workers, and business contacts in a courteous and professional manner.
9- Interpersonal skills to effectively collaborate with others to coordinate activities and arrive at mutual decisions.
10- Ability to read, analyze, and interpret related technology periodicals, professional journals, technical procedures, and governmental regulations.
11- Ability to interpret and follow instructions furnished in written or oral form.
12- Ability to provide a high level of customer service and support by answering questions, providing accurate information, responding to requests on a timely manner and determining customer needs.
13- Ability to prioritize work, and schedule activities relating to job success.
14. Ability to work effectively in a team setting with minimal supervision while following internal policies, guidelines, and procedures.
15. Ability to maintain confidentiality.
16. Must meet company insurability requirements.
17. Mentors Associates and Specialist level team members. Education and Experience:
- Associate's Degree in a related field.
- 5+ years related experience or equivalent combination of education and experience.
Application Requirements
- Client will not accept subcontractors
- Customer support
- Excellent Communication Skills
- Outlook
- MS Office
- Word
- Bachelor's Degree
- Excel
- Customer Service
- Anti-Virus Management
- Medical
- Dental
- Vision
- and Life Insurance for Full-time W2 Consultants. Supplemental Disability and Long-Term Care Insurance
- Dependent Care Assistance. 401(k) with Roth feature. Free E-learning Courses