Help Desk Anst Sr

A Service Desk Specialist (Level 3) will be responsible for \first-line System Administrators providing remote support of IT assets. This Service Desk position will perform troubleshooting of all desktop initiative user issues to include issues received by phone call, email & ticketing systems. Service Desk personnel will work with System Administrators, customers, and other Operations staff to help resolve issues. The position will require documentation of the incident in the ITSM (Information Technology Service Management) ticketing system. Other responsibilities include but are not limited to:

  • Mentor, train, and support junior Service Desk Specialists
  • Write initial and update existing Service Desk documentation
  • Troubleshoot, document and, if unable to resolve, transfer incident to Desktop Initiative Tier II or back to the appropriate customer Service Center (as appropriate)
  • Resolving a wide range of system issues, troubleshooting software, hardware, and network issues
  • Flexibility and the desire to learn on the fly is a must
  • Excellent written & communication skills

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