- Provides excellent customer service to all customers.
- Fields incoming help requests from end users via a variety of intakes.
- Documents all pertinent end user identification information, including name, department, contact information, and nature of request or incident.
- Records, tracks, and documents the Incidents and requests in the ticketing tool. Ensures all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket.
- Accesses software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
- Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
- Identifies and escalates critical incidents.
- Participates in an afterhours on-call rotation.
- Strong hardware and software troubleshooting skills
- Strong written and oral communication skills.
- Interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Ability to absorb and retain information quickly.
- Experience supporting VOIP telecom devices.
- Basic knowledge of switches and network devices.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Ability to prioritize and execute tasks in a high-pressure environment.
- High school diploma or equivalent required.
- 1-3 years of experience in a help desk/service desk or IT support role.
- Relevant work experience required.
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Service Desk Specialist - Alpharetta, United States - Atlantic Group
Description
Service Desk Specialist
Location: Hybrid in Alpharetta, GA
This is a salaried role, and you are paid hourly for your work. This role is overtime eligible.
Duties and Responsibilities:
Required Skills:
Qualifications:
