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IT Service Desk Specialist
hace 2 meses
We are seeking a highly skilled and motivated IT Service Desk Technician to join our team. As a key member of our Corporate IT department, you will be responsible for providing exceptional technical support to our internal customers.
Key Responsibilities:- Respond to incoming calls and Service Desk tickets, diagnosing and resolving technical issues related to PC hardware, software, printers, and other IT-related problems.
- Utilize our IT Service Management (ITSM) tool to track and resolve requests in a timely manner.
- Follow documented processes to assist and troubleshoot technical issues.
- Document details from investigating and troubleshooting calls and requests within our ITSM, Jira Service Desk.
- Evaluate and escalate requests to next-level support when necessary.
- Develop and maintain documentation articles in Confluence (Wiki) to aid the team in resolving similar technical issues.
- Adhere to policies, procedures, and guidelines.
- Minimum of 1 year of relevant work experience and/or specialized training.
- High school diploma or equivalent.
- Associate's or Bachelor's degree in a technology-related field is a plus, but not required.
- CompTIA A+, CompTIA Network+, and ITIL certifications are a plus.
- Excellent communication and interpersonal skills, with the ability to build trust and integrity in relationships with customers.
- Strong problem analysis and resolution, impact verification, and troubleshooting experience.
- Ability to explain technical issues to technical and non-technical employees and customers.
- Ability to diagnose problems across multiple IT disciplines.
- Willingness to work weekends and holidays.
We are an equal opportunity employer and are committed to building a diverse environment. We do not discriminate on the basis of race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristics protected by law.
We offer a comprehensive employee benefit package and are committed to crafting a lasting impact for ourselves, our customers, and the communities where we live and work.
