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Service Desk Support Specialist

Service Desk Support Specialist

This position provides IT service and technical support to end users for hardware and software applications.  Conducts problem analysis/troubleshooting and resolution, fulfills customer service requests, performs user administration (adds, moves, changes), and installs and configures desktop hardware & software.


Core Responsibilities:

  • Provide an exceptional level of personal customer service by taking the time to understand the issue at hand, empathize with the customer, and maintain communication.
  • Thrive on interactions with customers and receive great satisfaction from exceeding expectations.
  • Troubleshoot and resolve issues in the following areas: Windows and Mac Desktops, Microsoft Office and Adobe suites, Microsoft Outlook/Exchange, mobile devices, and remote access/VPN.
  • Addresses and resolves service requests related to hardware and software applications both locally and remotely.  
  • Escalates service requests to internal and external resources as appropriate using a high level of independent judgment. 
  • Responsible for ensuring service requests are closed in a timely fashion and that all service level expectations are met.
  • Responsible for installing and (re)configuring hardware and software.
  • Build and maintain expertise with all relevant products, features, functions and service offerings.
  • Maintains all IT assets (hardware and software) within the ITSM CMDB.


Requirements and Qualifications:

  • Bachelor’s degree in a technology related field of study preferred.
  • Prefer five years’ experience in Tier 2 service desk support and computer installation.
  • 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.
  • ITSM/help desk application configuration experience with an understanding of basic database and application configuration concepts (fields, data types, validation, and relationships);how databases are used by applications, scripting and application configuration is preferred.

Highlights is a dynamic organization focused on delivering excellence in all facets of our business. We offer a positive environment and competitive compensation and benefits. EOE

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