IT Service Desk Specialist - Charlotte
Only for registered members Charlotte, United States
1 month ago
* This salary range is an estimation made by beBee
Job summary
The IT Service Desk Specialist will serve as the first point of contact for technical support, providing timely and professional assistance to staff in resolving IT-related issues. This role requires strong troubleshooting skills, excellent communication, and the ability to manage incidents effectively in a fast-paced environment.Responsibilities
- Serve as the first point of contact for staff seeking technical assistance via phone, email, or in person.
- Perform remote troubleshooting using diagnostic techniques and targeted questioning.
- Manage service requests and incidents through the ticketing system, ensuring proper documentation, prioritization, and resolution.
- Determine best solutions based on user issues and details provided.
- Guide users step-by-step through problem-solving processes.
- Follow up and update customer status and information promptly.
- Escalate feedback and suggestions to the appropriate internal team.
- Identify and recommend improvements in IT procedures and workflows.
- Provide account setup, management, and auditing support.
- Troubleshoot issues involving software, hardware, and networking.
- Thoroughly document troubleshooting steps and resolutions in the knowledge base for future reference.
- Uphold organizational values of accountability, humility, and integrity in all work.
- Promote stewardship of financial and technical resources to maximize impact for those affected by or at risk of disaster.
- Perform other duties as assigned.
Job description
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