Service Desk Specialist

• Under minimal supervision, serve as multi-tiers troubleshooter and escalation point for IT Service Operations.

• Monitor incoming incident/requests to ensure KPI s, Metrics, and Customer Satisfaction is achieved.

• Communicate with customers directly via telephone and e-mail in a professional and professional manner.

• Coordinate with team members to manage and contribute to daily team workload.

• Work with Engineering, 3rd party, and Business Unit Team to escalate and resolve business impacts.

• Contribute to process and troubleshooting documentation in the support knowledge base.

• Adhere to defined technical support process and offer improvements as necessary.

• Handle outage calls/Business Recovery Management and coordinate conference bridges as required.

• Receive and accurately record details of problems reported to the ITSC to include status and resolutions to problems.
  

Preferred Skills and Experience:

• Bachelor s Degree

• Window/VMware VDI

• VMware Fusion/Horizon, APP Volumes

• VMware Workstation Windows/MAC

• Experience with Microsoft Systems Service Management/Deployment platform (SCCM)

• PowerShell, Python, NET

• Understanding of Microsoft Azure, AWS, and Google cloud technology

Position Requirements:

Required Skills and Experience:

• HS Diploma or GED

• Minimum of 3-5 years of IT Service Desk or End User Support experience

• Must be able to work various shifts including evenings, nights, and weekends and on-call availability

• Citrix Virtual Desktop

• Active Directory, Users, Security Groups, Outlook/ Exchange, Ethernet, networking, Network printing, Citrix, Mobile Devices (iPhone, iPad, Blackberry) Air watch

• Strong knowledge of MS Office products (Office, O365, Skype for Business, and One Drive)

• Strong organizational skills and the ability to manage multiple business priorities and projects

• Office 365 (O365) experience supporting a medium/large end-user base

• Demonstrated problem solving , troubleshooting and analytical skills