Service Desk Consultant I

Circet USA is an industry leading provider of Network Services solutions in North America. Our experienced workforce of over 2,000 professionals is skilled at planning, consulting, engineering, construction, program management and combined engineering, procurement, and construction (EPC) solutions to meet our customer’s rapidly changing infrastructure needs. We offer the most comprehensive solutions in the industry across ISP, OSP, Wireline, and Wireless.

Our customers include telecom service providers, MSO’s, cloud service providers, and utilities. With nearly 50 years of experience, we have the ability to customize solutions to meet our customer’s unique needs.

The Service Desk Consultant I’s role is to ensure proper computer operation so that end-users can accomplish business tasks.  This includes receiving, prioritizing, documenting, and actively resolving end-user Service Desk requests. Support will be provided onsite, remotely, over the phone, or via email. Problem resolution involves the use of a ticketing system to prioritize, document, and resolve requests.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Manage and prioritize assigned requests to ensure timely resolution per established Service Level Objectives (SLOs).
• Escalate tickets to Tier II support if a request cannot be resolved at the Tier I level.
• Field incoming requests from end-users via phone, e-mail and in person in a courteous, professional manner.
• Prioritize and schedule requests for resolution. Escalate issues to Tier II support as needed.
• Resolve issues at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.
• Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through final resolution.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to Service Desk requests.
• Meet all Service Level Objectives (SLOs).
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and/or EXPERIENCE:

• One to five years applicable work experience.
• Certifications: MCP, A+, Network+, Security+ (preferred but not required).
• Basic knowledge of computer hardware including laptops, desktops, printers and handheld scanners.
• Experience with Microsoft Windows operating systems.
• Application support experience with Microsoft Office.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to conduct research on a wide range of computing issues as required.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Circet USA is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity