Service Desk Specialist Jobs

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/12536989

Depending on experience and skills, applicant could be hired as either a Service Desk Specialist or Senior Service Desk Specialist.\ \ The Senior Service Desk Specialist acts as a trainer for the Service Desk Specialist. Functions as the single point of contact between IT and internal business client areas. Provides technical guidance in activities associated with the identification, prioritization, escalation and resolution of reported incidents by telephone or e-mail. Activities include recognition, creation and categorization of incident tickets, research, isolation, resolution, and follow-up steps. First line of support for diagnosing internal incidents, problems and service requests. Responsible for assembling personal computer hardware and other desktop peripherals, install software and desktop hardware for the LAN environment. Provide desktop hardware and software troubleshooting over the phone and on-site. May prepare Service Desk incident reports and assist in hardware and software evaluation. This position has a rotating on-call schedule which requires evening and weekend hours, when necessary.

Service Desk Specialist

• Excellent organizational skills and the ability to work independently is required.
• Understanding of the various security systems (WAM, RACF, LAN security) in order to assist users with password resets is preferred.
• Understanding of call tracking software used for logging service desk incidents preferred.
• Ability to identify and relate incident trends for escalation to Problem Managers.
• Proficient in Microsoft Office applications.
• Must have a valid driver\'s license and a driving record that qualifies for company automobile insurance.
• Must have a thorough understanding of Lan, WAN, PCs, Printers, Network, Web Browser, internet, mainframe, operating systems, and telephone system.
• Must successfully earn the Support Analyst or Desktop Technician certification through the Help Desk Institute within 12 months.
• Must have excellent verbal and written communication, problem solving, telephone courtesy, and human relations skills.
• Must be available to work weekends and after hours when needed or as scheduled.
• Have a working knowledge of IT infrastructure.
• Working knowledge of IT infrastructure is required.
• High school graduate or equivalent is required. Technical classes or certifications preferred.
• Must be professional and work well with all levels of people, both internally andexternally.
• Experience in a team based working environment is required.
• Record of low absenteeism and tardiness required.
• Experience with using PC hardware (keyboard, monitor, system unit, mouse, cables) and office automation related software (windows, MS Office applications, email, LAN printing) required.

Senior Service Desk Specialist

• High school graduate or equivalent is required. Technical classes or certifications preferred.
• Three years\' experience with PC and office automation related software and hardware (windows, word processor, spreadsheet, e-mail, LAN printing) required.