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    Service Desk Technician - Raleigh, United States - Red Zone Resources Inc.

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    Description

    Service Desk Technician Position at DIT Service Desk

    • Job Description: The Service Desk Tech provides advanced technical support via phone, email, chat, and tickets, working under general supervision of the Service Desk management team.

    This is a remote position where the candidate will work specific shifts:

    • Sat – Tues: Sat and Sun 7am – 7pm, Mon and Tues 7am - 4pm (40 hours/week)
    • Wed – Sat: Sat 7am - 7pm, Thurs and Fri 8am - 4pm (40 hours/week)

    The DIT Service Desk serves as the 24x7x365 contact point for customer incidents and requests, offering support for various systems and technologies. The Service Desk Tech plays a crucial role in problem-solving, providing consultation, and maintaining a positive customer experience.

    Key Responsibilities:

    • Deliver expert technical support via different channels
    • Analyze and resolve technical issues
    • Document problems and solutions accurately
    • Collaborate with the team to ensure effective support

    Requirements:

    • Excellent customer service skills
    • Proficiency in ITIL methodology
    • Knowledge of Service Desk operations
    • Experience with ServiceNow is a plus
    • Certifications like HDI Support Center Analyst, ITILv3 Foundation A+ are highly desired
    • Advanced troubleshooting skills in various technologies
    • Ability to communicate effectively with technical and non-technical users

    Minimum Education and Experience:

    • Associate degree in a relevant field
    • 2-4 years of related work experience


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