Service Desk Specialist

Provide first and second-level technical support to internal and external customers for software, hardware and network related issues reported by telephone, email or in-person in an IT support team environment under general direction of the Help Desk Manager.

Serve as a technical leader to the Help Desk Team and a primary escalation point for Tier-2 support issues.


* Strong troubleshooting skills;


* Outstanding customer service ability;


* Ability to listen and analyze problems along with good technical ability to resolve and document processes and results;


* Excellent written and verbal communication skills;


* Self-motivated individual with assertiveness and high personal ethics;


* Able to develop professional relationships with peers and end-users to enhance team environment;


* Must have positive attitude and be people/profit/results oriented.


* Strive to be proactive at identifying and resolving potential support issues before impact to customers.


* Effectively balance phone queue, email and offline support time management.


* Backup and assist the PC Support Team regularly with Desktop/Tier-2 Support.


* Compose and send Enterprise IT Notifications for High and Critical Priority Issues in addition to Sales Center and Plant location closures.

Skills/Experience Requirements:



* 1+ years equivalent technical experience in desktop/laptop support activities.


* 1+ years of experience in providing customer support.


* Working proficiency of Windows NT/XP/7 and network connectivity.


* MS Office XP/2003/2007/2010/2013 required.


* Experience with Call Tracking software required.


* Active Directory experience required.


* Citrix experience required.


* Oracle Support preferred.


* Exchange and ActiveSync support knowledge required.

Education Requirements:



* Associated degree in business or computer science, Bachelor degree preferred.


* Technical Certifications a plus - MCP, A+, Network+, or experience.


* ITIL V3 Foundation certification a plus.



* Strong troubleshooting skills;


* Outstanding customer service ability;


* Ability to listen and analyze problems along with good technical ability to resolve and document processes and results;


* Excellent written and verbal communication skills;


* Self-motivated individual with assertiveness and high personal ethics;


* Able to develop professional relationships with peers and end-users to enhance team environment;


* Must have positive attitude and be people/profit/results oriented.


* Strive to be proactive at identifying and resolving potential support issues before impact to customers.


* Effectively balance phone queue, email and offline support time management.


* Backup and assist the PC Support Team regularly with Desktop/Tier-2 Support.


* Compose and send Enterprise IT Notifications for High and Critical Priority Issues in addition to Sales...