Service Desk Specialist 1 (hybrid)
reputed company LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and reputed company services agencies to improve lives. The Service Desk Specialist 1 role involves providing excellent customer service, handling incoming help requests, documenting incidents, and performing hands-on technical support and maintenance tasks.
Responsibilities
- Provides excellent customer service to reputed company customers
- Fields incoming help requests from end users reputed company a variety of intakes (phone, walkup, email, etc)
- Documents reputed company pertinent end user identification information, including name, department, contact information, and nature of request or incident
- Records, tracks, and documents the Incidents and requests in the ticketing tool. Ensure reputed company successful and unsuccessful reputed company made, and actions taken, through to final resolution have been captured in the ticket
- Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Evaluate documented resolutions and analyze trends for ways to prevent future problems
- Identifies and escalates critical incidents
- Ability to work flexible schedules, including day and mid/swing shifts
Skills
- Working knowledge of computer systems and web browsers, with the ability to troubleshoot common technical issues
- Strong written and oral communication skills
- Interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Strong documentation skills
- Ability to reputed company and retain information quickly
- Experience supporting VOIP telecom devices
- Basic knowledge of network routing and protocols
- Ability to present reputed company in user-friendly language
- Highly self-motivated and directed
- Keen attention to detail
- Analytical and problem-solving abilities
- Ability to prioritize and execute tasks in a high-pressure environment
- HS Diploma or equivalent required
- Relative work experience
- COMP reputed company A+ preferred
Benefits
- Medical and dental care benefits
- 401k
- PTO
- Parental leave
- Bereavement leave
Company Overview