Service Desk Professional

RESPONSIBILITIES:Kforce has a client in search of a Service Desk Professional in Lehi, UT.Summary:The primary Service Desk role is to provide first-level support through taking calls and handling incidents and requests using the JIRA Service Desk IT Service Management system. This position is responsible for providing effective phone and email support to end users who are experiencing software or hardware related issues. The position also monitors, triages, and escalates outages efficiently to support all internal end users.What you will be working on: Provide timely, first call resolution to technical support issues while following company standards Monitor and report on services using reporting tools Promptly respond to outages, triaging appropriately Identify, repair, and resolve any pc hardware or software failures within the organization Record support incidents and requests in our JIRA service management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system Escalate -high-priority- tickets to proper groups following procedure for notifications Maintain a high degree of customer service for all support requests Perform special projects regularly as assigned or personally developed Maintain updated knowledge on computer hardware and software Report to work as scheduled and give appropriate notice when missing work for coverage purposes Works well with others on the teamREQUIREMENTS: High School diploma or GED/equivalent 1+ years of experience in computer/customer support role Excellent telephone soft skills, as well as written/verbal communication skills Knowledge of Active Directory & Microsoft Exchange Good analytical and troubleshooting skills are required Ability to think logically and be able to make correct decisions relative to fixing operational problems Strong knowledge of Microsoft-based operating systems, Mac OS operating systems and suites Able to read and understand manuals pertaining to operations of computer hardware and software In addition, the following skills are a plus: Mobile Device support; Office365 admin; 2-factor authentication; Minor Telecom workKforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.