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SalaryOverview:
Responsibilities:
Working Conditions:
Overview
This position provides technical assistance and support related to computer systems, hardware, software, and follow security protocols. The Service Desk Support Specialist is responsible for answering tickets and phone calls and troubleshooting system and user issues in a timely manner while demonstrating outstanding customer service skills representative of Castle Royal Service. Service Desk Support works the IT Department and will interact with users across the company. The Specialist must possess keen attention to detail and follow-through skills.
Responsibilities:
- Provides technical assistance and support for incoming tickets/calls and issues related to computer systems, software, and hardware
- General knowledge of computer systems, PC repair, network management, and security
- Supports operation of help desk and serves as main point for teammates/clients concerns
- Follows up with teammates/clients, provide feedback, and see problems through to resolution
- Tracks and redirects problems to correct resources
- Ensures proper recording, documentation, and closure of issues via Zendesk
- Properly escalates unresolved tickets to the next level of support
- Diagnoses and resolves basic computer technical issues
- Trains end-users how to setup and use new technologies
- Supports installing, configuring, and updating PC software and operating systems
- Assists with remote administration and server management
- Supports desktop/laptop installations and upgrades
- Creates new users and grants access based on the company security protocols
- Reports recurring issues to the Technology Services Manager
- Contributes by providing improvements within the Department to the Manager
- Ensures all safety precautions and procedures are followed while performing duties
- May be assigned other duties by the Technology Services Manager
- Qualifications include:
- 2+ years of related experience required
- Proven working experience in providing Service Desk support
- Working knowledge in Microsoft software
- Strong customer service, communication, and interpersonal skills to help create effective customer-focused relationships with all levels within the organization
- Highly organized, people-oriented individual. Able to work under tight deadlines and use time effectively based on key priorities
- Ability to collaborate, provide technical support and train staff
Working Conditions:
- The majority of work will be completed indoors in a temperature-controlled environment with little to moderate noise levels.
Physical requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to hear, understand and respond appropriately to verbal requests made in person and over the telephone.
- Visual ability correctable to 20/20.
- Sitting 75% of the day.
- Ability to communicate, receive and respond verbally and written in an understandable, professional manner.
- Manual dexterity to input data into the computer.
- Ability to reach, grab, lift, stoop, and bend
DISCLAIMER: This is not an all-inclusive job description. In addition, management has the right to change any portion of this job description at any time and for any reason.
