ECS is seeking an IT Service Desk Specialist - Level III to work in our Great Lakes, IL office Please Note : This position is contingent upon contract award .
Job Description :
- Workdays : Monday Friday with occasional weekend and after-hours support.
- Must be able to lift 35lbs regularly
- Must be able to move about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
Required Skills :
- Bachelor’s degree and / or equivalency.
- Public Trust or Secret security clearance.
- Provide comprehensive support for incident and request management, ensuring all tickets are logged, categorized, prioritized, and resolved efficiently.
- Serve as the primary point of contact for IT-related issues and requests, delivering high-quality customer service to users.
- Troubleshoot and resolve IT issues, escalating complex problems to higher-level support as necessary.
- Ensure timely delivery of IT services and adherence to established service level agreements (SLAs).
- Create and maintain knowledge base articles to aid in the resolution of common issues and enhance the efficiency of the service desk.
- Provide users with training and assistance on IT systems and applications to enhance their proficiency and productivity.
- Manage user access to systems and applications, ensuring compliance with security policies and procedures.
- Monitor service desk performance and generate reports to track key performance indicators (KPIs) and identify areas for improvement.
- Identify opportunities for process improvement within the service desk operations and implement solutions to enhance service delivery.
- Collaborate with other IT teams and departments to resolve issues and improve overall IT service management.
- Develop and deliver training sessions and materials to educate users on new and existing IT systems, applications, and procedures.
- Facilitate knowledge transfer sessions to ensure users are equipped with the necessary skills and knowledge to utilize IT resources effectively.
- Assess the training needs of users and develop tailored training programs to address identified gaps.
- Create and maintain user manuals, guides, and other documentation to support IT training efforts.
- Gather feedback from training participants to evaluate the effectiveness of training programs and identify areas for improvement.
- Manage the scheduling, coordination, and logistics of IT training programs to ensure successful execution.
- Provide support and training to users during the implementation of new technologies to facilitate smooth transitions and minimize disruptions.
- Promote a culture of continuous learning by encouraging users to participate in ongoing training and development opportunities.
- Engage with stakeholders to understand their training requirements and ensure alignment with organizational goals and objectives.
- Regularly update training materials and documentation to reflect changes in IT systems, applications, and processes.
FirsTech Service Desk Specialist
Where applicable, a Senior designation (Senior FirsTech Service Desk Specialist) may be determined. A team with diverse talent, working together, is essential to Busey's commitment of delivering service excellence. The FirsTech Service Desk Technician is responsible for handling inbound calls and ti...
FirsTech Service Desk Specialist
Where applicable, a Senior designation (Senior FirsTech Service Desk Specialist) may be determined. A team with diverse talent, working together, is essential to Busey's commitment of delivering service excellence. The FirsTech Service Desk Technician is responsible for handling inbound calls and ti...
Service Desk Specialist, Team Lead
Additionally, the Specialist proposes system modifications to enhance user experience, mentors team members, ensures service level objectives are achieved, audits service desk tickets for completeness and timeliness, and conducts random audits of call recordings to uphold quality customer service st...
Front Desk Customer Service Specialist
FRONT DESK CUSTOMER SERVICE SPECIALISTPOSITION DESCRIPTION: Shag Bark Pet Retreat & Spa has an immediate opening in our front office for a Part-Time Front Desk Customer Service Specialist. POSITION REQUIREMENTS: Qualified applicants will be highly self motivated and enthusiastic about working in a f...
IT Service Desk Specialist II (U.S. Citizen)
Our services include Management Consulting, Enterprise Architecture, Solutions Architecture, Cloud Solutions, Cloud Migration, Data Analytics, Cyber Security, IT Services, and Training. IT Service Desk Specialist II (U. Active or able to obtain CompTIA Security + and/or another IAT Level 2 equivalen...
IT Service Desk Escalations Engineer - Tier 3 (ONSITE)
CCNA or Network+ certification required Experience with ticketing systems, network monitoring and other tech support related tools preferred Advanced technical diagnostic skills with ability to appropriately match resources to technical issues Advanced understanding of operating systems, ...
Senior IT Support Specialist
Ability to travel and support divisional services within multiple site locations. The ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Documents hardware problems to assist the VP of IT in determining the servi...
Service Desk Technician
Keywords: Chicago IL Jobs, Service Desk Technician, IT Support, Windows OS, Mac OS, G Suite Products, Computer Systems, Help Desk, Helpdesk, Support, Network, Networking, Chicago Recruiters, Information Technology Jobs, IT Jobs, Chicago Recruiting. This Service Desk Technician position require stron...
Driver Services Associate Level III
A Level III Driver Services Associate is able to perform all job functions within the Driver Services department including supporting inbound driver emails and calls on all products and services, roadside follow-up, and executive desk ordering and follow-up. A Level III DSA must have the ability to ...
IT Service Desk Manager
Develop, monitor, and report on Key Performance Indicators including but not limited to Service Level Agreements that measure the performance of the support center. Demonstrate professional, positive behavior and carry out responsibilities with integrity, treating clients, families, other LSSI workf...