Service Desk Specialist

at  PHI Inc

POSITION OVERVIEW:

Under the direction of the IT Service Delivery Manager, the Service Desk Specialist provides first point of contact for technical assistance and support for incoming queries and issues related to computer systems, printers, networking, phones, pc-based software and hardware. In addition to these duties, you will be working with the System Administrators to test and implement new technologies and policies company wide. Proactively identify common problems and develop process-based solutions to help make the support team more efficient.

QUALIFICATION REQUIREMENTS:

• Bachelor’s degree required or an equivalent of 5+ years of relevant experience in a similar role
• 5+ years technical support experience in a corporate support environment preferred.
• Experience creating technical documentation.
• Experience testing and implementing new technologies.
• Advanced knowledge of Windows Operating Systems (imaging, repair, installation, troubleshooting, upgrading).
• Advanced knowledge of desktop hardware and common desktop software required for corporate environments.
• Experience with Microsoft Active Directory.
• Experience with Microsoft 365
• Microsoft Azure experience preferred
• Demonstrated patience and overall courteous behavior when working with internal and external customers.
• Excellent communication skills (written and verbal) and the ability to understand the customer’s needs and communicate technical issues in non-technical terms
• Demonstrated ability to work independently; must be self-motivated and goal oriented.
• Superior organizational and time management skills.
• Ability to multitask and appropriately handle/escalate tasks with conflicting priorities.
• Have a passion for teamwork and problem solving.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform technical support to internal customers to ensure swift service restoration on a variety of systems and applications
• Notify Team and Management of high-priority and systemic issues that arise promptly.
• Responsible for creating and maintaining business processes, technical documentation for the helpdesk, and guides for end users.
• Identify, enforce, and suggest possible improvements on procedures, policies, and guidelines.
• Provide team KPIs based on ticketing statistics including customer satisfaction, turnaround time, and volume
• Identify, enforce, and suggest possible improvements on procedures, policies and guidelines.
• Provide training to new Service Desk members and mentoring and coaching to junior staff.
• Analyze and identify LAN and Pc-based problems to determine whether they are software, hardware, procedural, or a combination of these factors. This includes thoroughly investigating alternatives and documents prior to implementing corrective actions to provide the best possible solution.
• Troubleshoot desktop & laptop computers to ensure they interconnect seamlessly with multiple systems including network drives, LAN/WAN and all business productivity applications.
• Respond to request seeking assistance installing, modifying, or repairing computer hardware and software issues.
• On a regular basis, install new hardware/software, configure and deploy new systems, and provide customer support and necessary one-on-one training/instruction.
• Ask educated questions and listen to customers to determine the root cause of the problem.
• Exhibit an awareness of issues and changes that may impact the Service Desk and act accordingly to ensure the success of Service Desk.
• Access software updates, drivers, knowledge bases, and FAQ’s resources on the internet to assist with customer issues.
• Follow up with customers to ensure issues have been resolved to their satisfaction.
• Provide, on a rotating seven-day schedule, on-call technical support on a 24x7 basis.
• Logging all work completed into our helpdesk ticking system.
• Work with System Administrators to test new technologies and policies.
• Maintain and deploy Windows 10 image for the helpdesk.
• Additional duties as assigned.