Service Desk Specialist

Zero (0) - two (2) years' experience in a customer service or Solution Center Support role. Outstanding Customer Service skills, required.

Zero (0) - two (2) years of technical school.

Some experience with Wintel PC's and iOS / Apple products.

Potential to install, repair and troubleshoot PC hardware, software, and related equipment.

Zero (0) - two (2) years' experience troubleshooting the installation or management of Windows Networks.

Experience with ticketing system a plus

Comptia A+ OR IT Fundamentals (ITF+) OR HDI Support Center Analyst (HDISCA) certification required Will allow up to 90 days from hire to obtain.

Experience with currently installed computer and telephone equipment, operating systems, and desktop applications.

Ability to work independently and in teams with good problem solving, communication, and organizational skills.

Diligent, results-oriented work habits.

Ability to set priorities, produce accurate work, and meet deadlines; ability to function in a setting with a wide variety of duties and numerous interruptions.

Demonstrated ability to understand and follow detailed instructions.

Demonstrated continued professional development.

Healthcare experience a plus.

Generic Job Functions: See Generic Job Description for Administrative Partner.

Essential Responsibilities and Competencies:

Friendly presence and positive attitude; good interpersonal skills and ability to work well with others.

Ability to provide technical support over the phone, good phone skills, professional demeanor, previous customer service extremely helpful.

Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.

Creativity. Ability to think around problems and come up with creative solutions.

Ability to work responsibly with or without direct supervision.

Primary responsibility is end user PC hardware and software support and customer service.

Keeps Supervisor/Manager informed of any major system problems. Maintains Alert Log after notifying personnel to ensure prompt resolution.

Prepares for new and changed systems and operating environment by completing training programs as required.

Troubleshoots all hardware and software problems, taking appropriate corrective action, or dispatches trouble ticket to technician or analyst. Follows up on all problems insuring prompt resolution.

Ensures that outstanding problems are communicated to the next shift clearly.

Documents all problems and their resolution according to department procedure. Updates open trouble tickets as needed.

Answers, logs and follows up on all calls made to the Service Desk.

Follows departmental procedures to create, assign, follow-up, and close call tickets.

Creates and/or maintains departmental documentation to reflect current environment and any system or procedural changes.

Zero (0) - two (2) years' experience in a customer service or Solution Center Support role. Outstanding Customer Service skills, required.

Zero (0) - two (2) years of technical school.

Some experience with Wintel PC's and iOS / Apple products.

Potential to install, repair and troubleshoot PC hardware, software, and related equipment.

Zero (0) - two (2) years' experience troubleshooting the installation or management of Windows Networks.

Experience with ticketing system a plus

Comptia A+ OR IT Fundamentals (ITF+) OR HDI Support Center Analyst (HDISCA) certification required Will allow up to 90 days from hire to obtain.

Experience with currently installed computer and telephone equipment, operating systems, and desktop applications.

Ability to work independently and in teams with good problem solving, communication, and organizational skills.

Diligent, results-oriented work habits.

Ability to set priorities, produce accurate work, and meet deadlines; ability to function in a setting with a wide variety of duties and numerous interruptions.

Demonstrated ability to understand and follow detailed instructions.

Demonstrated continued professional development.

Healthcare experience a plus.