Service Desk Specialist

  • Job Reference: 871164662-2
  • Date Posted: 12 January 2023
  • Recruiter: Arch Staffing & Consulting
  • Location: Spokane, Washington
  • Salary: On Application

Job Description

Associate Service Desk Specialist


Location: Spokane Washington

Contract: 6 months with the possibility of being extended or converted


As the Associate Service Desk Specialist, you will provide world-class first response to incidents and service requests; assist in problem identification; monitor issues from start to resolution and communicate various types of information with customers/users through appropriate channels; and provide technical troubleshooting and resolution of computers and computer applications, retail systems and applications, Citrix, and internally developed applications.

You will have direct contact with our customers and are expected to be proactive with the support of services and products. You will exceed customer expectations by performing extraordinary customer service, identifying their needs, and providing them with exceptional communication.


Responsibilities

  1. Providing world-class end-user support as part of a team, you will act as the first point of contact for technical assistance and resolution related to:
  2. Customer Ordering Devices
  3. Computers and computer applications
  4. Retail systems and applications
  5. Citrix
  6. Company-specific and internally developed applications
  7. Answer inbound phone calls and emails and convert them to Incident/Request tickets for resolution at the appropriate level.
  8. Notify Service Desk Supervisor of high priority incidents/requests, critical status changes, and client complaints.
  9. Build rapport and elicit incident and request details from customers and users, always documenting within the IT Department ITSM toolset.
  10. Facilitate rapid and effective resolution of incidents by employing Knowledge Base articles, Known Workarounds, and escalations to higher levels of support, when required.
  11. Assist with the provisioning/modification/deprovisioning of end-user accounts.
  12. Perform any other duties or responsibilities as assigned by leadership.
  13. Participate in the Tier I on-call rotation.


Required Minimum Qualifications and Skills

  1. High School Diploma or G.E.D.
  2. 4-years prior related experience
  3. Possess a strong customer service approach


Preferred Qualifications and Skills

  • ITIL v3 or v4 Foundations certification (preferred)
  • CompTIA A+ certification (preferred)
  • Retail experience (preferred)
  • Point-of-Sale software/hardware experience (preferred)
  • Apple OS experience (preferred)
  • Chrome OS experience (preferred)
  • Basic networking experience (preferred)
  • ServiceNow experience (preferred)