26 Jul
IT Service Desk Specialist (Tier 2)
Arizona, Phoenix , 85001 Phoenix USA

Vacancy expired!

The

IT Service Desk Specialist (Tier 2) position works directly with end users to resolve technology issues remotely for our nationwide client base. Team members will be exposed to multiple desktop, network and server technologies in our diverse customer infrastructure environments. The Service Desk Specialist responds to, resolves and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal with a focus on superior customer service.

Essential Job Functions:
  • Provide expert remote desktop support and basic server administration with a focus on:
    • Client satisfaction
    • Service delivery quality
    • Technical excellence
  • Drive to meet and exceed organizational goals for:
    • Client Satisfaction
    • Employee Satisfaction
    • Utilization
    • Cost per Contact
    • First Contact Resolution Rate
    • Average Speed to Answer
  • Demonstrate strong customer service skills to provide remote technical support including:
    • Listening to the customer to gain an accurate understanding of the situation
    • Demonstrating empathy and an appropriate sense of urgency to the client's circumstance and issue resolution
    • Producing accurate and detailed documentation at the client and incident level
    • Provide expert remote support for desktops, printers, mobile devices, and basic server administration.
    • Follow task creation, work, closure, and escalation procedures
    • Collaborate with team members toward resolving client issues
  • Meet or exceed position Key Performance Indicators (KPIs) in the areas of:
    • Remote troubleshooting skills
    • Client service skills
    • Professionalism
    • Punctuality
    • Technical competencies defined for the position
  • Note: This job description is not intended to be all-inclusive.
  • Employee may perform other related duties as requested to meet the ongoing needs of the organization.
Competencies:
  • Working knowledge of mobile devices, laptops and desktops, servers and networking
  • Working knowledge of common desktop applications including the most current version of Microsoft Office
  • Working knowledge of client/server printing
  • Familiarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plus
  • Strong communication skills
  • Attention to detail and ability to follow process diligently
  • Adept at reading, writing, and interpreting technical documentation and procedure manuals
  • Ability to present ideas and solutions in user-friendly language
  • Highly self-motivated and self-directed
  • Proven analytical and problem-solving abilities
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • Ability to type between 30 to 45 words per minute

Experience.Education.Certs:
  • Minimum of 2 years of experience providing remote support in an IT Call Center:
  • 2+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems
  • 2+ years of experience with basic administration of the following:
  • The most current versions of the Windows Server family operating system
  • The most current versions of Microsoft Active Directory
  • The most current versions of Microsoft Exchange Server
  • High School Diploma or equivalent, Bachelor's Degree preferred
  • At least one of the following industry certifications is preferred:
    • Microsoft Technology Associate (MTA)
    • CompTIA A+, Network+, Security+, Server+
    • MCTS/MCP Windows 7 or above

Vacancy expired!


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