It Service Desk

• Act as a single point of contact for phone calls and emails for IT issues and queries to IT support
• Triage incoming support issues, determining severity and impact, and escalating when appropriate to higher tier support
• Assist users with Level 1 Service Desk requests such as password resets and fax, printer, and copier problems
• Troubleshoot Tier 1 IT problems, such as password resets, email problems, access changes, etc
• Answer telephone, email, and walk-up requests for technical support
• Troubleshoot phone line and network issues
• Determine nature of problem and coordinate resolution
• Troubleshoot cell phone issues
• Work on other special projects as defined by the Help Desk Manager
• Provide 100% remote support for all locations using phone and email
• Maintain a high level of efficiency by achieving SLAs on tickets/requests
• Participate in an On-Call rotation to provide support to users during after hours

• 3-5 years experience in the Service Desk or Help Desk environment
• 3-5 years experience with Microsoft Office (Word, Excel, PowerPoint, and Outlook)
• Experience with remote tools such as Bomgar or TeamViewer
• Experience with ticketing systems such as Zendesk or ServiceNow
• CompTIA A+ or Network+ certifications is an advantage
• Basic PC knowledge to correctly log and assign help desk requests
• Great Customer Service Skills
• Fast Learner
• Effective Communicator
• Organized
• Able to multitask
• Strong Work Ethic
• Works Well in Team Environment
• Excellent customer service skills
• Good communication and telephone skills
• Minimum of 30 wpm typing skills required

CompTIA A+ or Network+ certifications is an advantage

• Competitive compensation and benefits package
• HMO Day 1 + FREE dependent coverage
• De minimis and allowances
• Attendance bonus
• Paid time offs
• Company-provided work setup (laptop, monitor, accessories)
• Training, career growth, and global exposure
• A collaborative and supportive team culture