Sr, Service Desk Specialist

The Position:

Provide first and second-level technical support to internal and external customers for software, hardware and network related issues reported by telephone, email or in-person in an IT support team environment under general direction of the Help Desk Manager.

Serve as a technical leader to the Help Desk Team and a primary escalation point for Tier-2 support issues.

Essential Duties and Responsibilities:



* Support IT issues reported through telephone, email and in-person.


* Provide prompt and accurate support of IT systems including software applications, PC's, notebooks, AS400, printers and network connectivity;


* Responsible for first and second-level hardware/OS support of all PCs and notebooks, perform troubleshooting of equipment and repair;


* Coordinate hardware repair of systems covered under warranty, ensuring resolution and customer satisfaction;


* Support network connectivity for LAN, WAN, dial-up, VPN and Wireless;


* Thoroughly document troubleshooting steps and technical details about each reported incident to HEAT Call Logging application;


* Follow internal support policies for escalating support to the next level of support as needed;


* Provide communication, documentation and instruction to peers regarding best practices for supporting hardware, software and network issues;


* Create documentation and training aids as needed to improve customer knowledge;


* Perform software installations and upgrades;


* Install, configure and support BlackBerry wireless devices;


* Meet and exceed performance goals related to Call Handling, Ticket Handling, Quality and Reliability;


* Validate Critical and High Priority tickets have been thoroughly documented and are accurate before escalation to Tier-2 or 3 support groups.


* Identify support trends and communicate patterns and impact to peers and management team.


* Provide Executive Support to VP's and C-Level Executives when Primary Support is unavailable.


* Assist with IT project-related work in a contributory role.


* Actively develop skills of Help Desk Team through peer coaching and quality feedback.


* Develop and document solutions for advanced technical issues within Knowledge Base.

Other Responsibilities:



* Strong troubleshooting skills;


* Outstanding customer service ability;


* Ability to listen and analyze problems along with good technical ability to resolve and document processes and results;


* Excellent written and verbal communication skills;


* Self-motivated individual with assertiveness and high personal ethics;


* Able to develop professional relationships with peers and end-users to enhance team environment;


* Must have positive attitude and be people/profit/results oriented.


* Strive to be proactive at identifying and resolving potential support issues before impact to customers.


* Effectively balance phone queue, email and offlin...