Help Desk Specialist

Full-Time Office Project

Knoxville, TN or 50 miles radius

No remote / telework option - not negotiable, candidate must go into office.

US Citizenship Required

Description :

The Help Desk Specialist will provide IT call center level support to our client offices and employees worldwide.

Job Duties :

• Provides first-level troubleshooting of hardware, software and operating system problems,
• Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets.
• Responds to telephone calls, email, and problem tickets for personnel requests for technical support.
• Tracks and monitors the problem to ensure a timely resolution where required.
• Resolves PC software configuration problems and remotely installs software products and / or approved patches.
• Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs.
• Resolves computer system problems, including coordination between users, product line specialists and / or enterprise infrastructure support staff.
• Diagnoses, isolates, and analyzes problems utilizing historical database records.
• Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.
• Escalates unresolved issues to the successive level of support.

Basic Qualifications :

Bachelor's Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree

• 1 or more years of experience in troubleshooting applications or network related issues
• 1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now
• 1 or more years of experience providing customer service

Additional Qualifications :

• Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.
• Hands-on experience with Microsoft Windows operating systems
• Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware
• Excellent and demonstrated communication and customer support skills
• Understanding of client-server and networking principles
• Ability to obtain MCDST or equivalent within 12 months
• Knowledge of ITIL / ITSM concepts
2 days ago