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Title: Service Desk Support Specialist
Employee Status: Temporary Full Time
Work From Home Option: Not Applicable
FLSA Status: Non-Exempt
Job Overview:
As a Service Desk Specialist you will be responsible for answering, evaluating and prioritizing incoming telephone, voice mail, Live Chat, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies. Working on a collaborative, customer focused team, you will work to resolve issues in a timely fashion while providing top-notch technical support.
Essential Functions:
- Proactively follow up with users, track, and monitor all open/pending Help Desk tickets.
- Log and track calls using problem management database and maintain history records and related problem documentation.
- Use technical, analytical expertise and knowledge of systems to resolve problems internally or through outside vendors and escalate issues as appropriate to Information Systems management.
- Develop effective lines of communication with front/back-office users and Information Systems; have effective use of support tools and processes: e.g. monitoring, e-mails, and Helpdesk tracking system.
- Act promptly to address client needs upon understanding their expectations, constraints and concerns.
- Understand and respond appropriately to the needs of clients who are encountering systems difficulties related to software or hardware/ infrastructure maintaining; transparency with timely & accurate feedback.
- Install personal computers, software, and peripheral equipment.
- Provision of on-site applications support to users within different business units.
- Determine whether problem is caused by hardware such as modem, printer or software, etc.
- Provide comments on all assigned Service Desk tickets.
- Utilize all available information tools to resolve issues.
- Escalate all service issues to the next shift or manager prior to scheduled time out of office.
- Other projects as assigned.
Qualifications:
- Associate's Degree in Computer Science/or Equivalent.
- 1 to 3 years of experience.
- Strong working knowledge of Microsoft and Mac Desktop Operating Systems and hardware requirements.
- Strong communicator with the ability to explain technical concepts to partners, customers and users that aren’t tech savvy.
- Strong/proven client facing skills.
- Ability to work a racing schedule: Wednesday to Sunday with some holidays and to relocate to Saratoga Springs for the summer. A travel stipend is provided for this purpose.
Summary of Physical Requirements and Work Environment:
While this is mostly a sedentary role, there are physical requirements when assisting users which may require being outdoors and bending, kneeling and lifting.
Pay Range / Salary: $23.07 - $25.64
This opportunity is temp to perm and requires an individual who is able to work a flexible schedule.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
