IT Service Desk Specialist

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Act as the main point of contact for external offices regarding technical support inquiries.

• Educate, support, and train employees in decentralized offices on applications and technology.

• Offer technical assistance for computer systems, software, hardware, mobile devices, and end-user applications.

• Address support requests and incidents in person, in writing, or over the phone while seated at a desk for extended periods.

• Diagnose technical issues, provide assistance, support system usage, and carry out password resets.

• Clearly document each customer interaction in the ticketing system.

• Train customers to facilitate future self-service using technology.

• Investigate and resolve customer calls that require follow-up.

• Adhere to documented processes and strive to meet established service levels.

• Prioritize and resolve incidents while monitoring assigned incidents for swift resolution.

• Respond to initial phone calls in a dynamic help desk environment.

• Offer insights and recommendations aimed at enhancing efficiency and workflows.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Over 1 year of experience in a help desk or comparable IT role.

• More than 1 year of experience in a position that necessitates customer service skills.

• Familiarity with or experience in troubleshooting LAN hardware/software, desktop devices, and end-user applications on mid-range systems, cloud, and mobile devices.

• Proficient in triaging technical issues efficiently and effectively.

• Quick learner of new technologies and applications.

• Knowledge of relevant operating systems, programming languages, and environments.

• Excellent verbal and written communication abilities.

• Positive attitude, contributing effectively as an individual and as part of a team to achieve objectives.

• Strong analytical capabilities, decisiveness, and sound judgment.

• Awareness of current and emerging information technologies, including telecommunications, electronic data distribution networks, and computing.

• Willingness and ability to work occasional holidays, weekends, and evenings.

• Capability to manage time effectively and adapt to changes in workflow.

• Must be authorized to work in the United States; the employer participates in E-Verify.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and advancement.

• Supportive work environment that values teamwork and collaboration.