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Senior Service Desk Specialist

Senior Service Desk Specialist

This position provides IT service and technical support to end users for hardware and software applications. This individual may serve as the subject matter expert for key applications including but not limited to email, anti-virus, telephony, voice and web conferencing. Applies advanced systems and root cause analysis techniques and methodologies to analyze and resolve incidents. Conducts problem analysis/troubleshooting and resolution, fulfills customer service requests, performs user administration (adds, moves, changes), and installs and configures desktop hardware & software.  Experience with Microsoft Exchange administration/configuration and Microsoft Outlook is a plus.

 

Core Responsibilities:

  • Troubleshoot and resolve issues in the following areas: Microsoft Office 365, (Office, Outlook, Exchange, OneDrive, Skype, etc.) Windows and Mac Desktops, Adobe suites, mobile devices, and remote access/VPN.
  • Manage and act as the "Case Worker and/or Single Point of Contact" for all incidents/service requests internally or externally, assuring that all customer expectations are met. 
  • Analyze, troubleshoot and administer all IT technologies on all platforms and delivery models. 
  • Perform root cause analysis to determine root-level cause of major and widespread problems, to prevent their reoccurrence.
  • Analyzes and understands business goals and needs, enabling the provision of training and guidance to the Service Management team to better support customers and to enhance the effective use of IT technology by the customer.
  • Responsible to analyze, formulate, and implement IT technology upgrades to increase business efficiency while assuring minimal impact to our customers.
  • Design and implement procedures and specifications to enhance future support and increase the effectiveness of the service desk and other IT groups. 
  • Create technology-learning plans and deliver training to IT and customers to increase business value through the effective and productive use of systems and technology.

 

Requirements and Qualifications

  • Bachelor’s degree in a technology related field of study or equivalent education and experience.
  • Eight or more years’ experience service desk support and expertise.
  • Experience with Microsoft Outlook/Exchange is a plus
  • Solid experience with anti-virus software applications and tools.
  • A broad knowledge of IT applications, troubleshooting techniques and principles.
  • Strong experience with Windows Desktop OS.
  • Experience supporting Macintosh Desktop OS.
  • Solid knowledge and experience with Microsoft Office Suite.
  • Experience with desktop and network printers.
  • Mobile devices including iPhones and iPads.
  • Experience with ITSM administration, configuration, and reporting.
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