Service Desk Specialist II
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* Works on problems of moderate scope
* Receives general instructions on routine work and detailed instructions on new projectsYour Roles and
Responsibilities:
* Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
* Maintain equipment inventory, including processing RMAs and ordering new equipment.
* Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.
* Participates in monitoring, updating and maintaining tickets in a defined ticketing system.
* Responds to tickets, contacts users and plans workload.
* Update, track and escalate the ticket to appropriate levels/group for resolution as required.
* Sign off on closed tickets with the user to include follow up specifically to the end user.
* Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
* Engage in support of access to corporate network/wireless and applications both on the network as well as over VPN.
* Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this positionRequired Qualifications/Skills:* Bachelor’s degree (B.
S/B.
A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience
* Builds productive internal and external working relationships
* Exercises judgment within defined procedures and practices to determine appropriate action
* Ability to work independently with minimal supervision
* Excellent coordination skills and a team player
* Ability to identify issues and escalate as needed
* Excellent written and oral communication skills
* Strong interpersonal and customer service skills
* Knowledgeable about hardware, software, and network troubleshooting
* Understanding of software application use and installation
* Ability to resolve technical issues under pressurePhysical Demand & Work Environment:**
* Must have the ability to perform office-related tasks which may include prolonged sitting or standing
* Must have the ability to move from place to place within an office environment
* Must be able to use a computer
* Must have the ability to communicate effectively
* Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
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