IT Service Desk Specialist

top skills: sw and hardware support and troubleshooting microsoft azure/cloud computing low database support needed a little network support needed Job Description Responsible for the daily quality of the Service Desk Incident Management process, collaborating with the support groups to ensure swift resolution of incidents and fulfillment of the service requests. Provides first level support while helping with various tasks in the IT department. Responsibilities: Answers and responds to all inbound calls and tickets from end-users for IT Services and support. Handles end-user issues or requests with professional and customer first attitude. Utilizes hands-on technical skills to diagnose and resolve all tickets at the IT Service Desk (e.g., First Call Resolution) prior to escalating to level-2 or above IT support staff. Analyzes and resolves all desktop application software and/or hardware incidents and requests from end-users based upon the Service Level Agreements. Follows up with reported incidents to ensure they are resolved, requests are filled, and follow-up communication back to the customer/end user is completed. Maintains ownership throughout the process until ultimate resolution of the request or incident. Establishes and develops relationships with other IT team members through frequent communication and collaboration. Creates and documents all support calls from the end-user community into the service desk tool BMC Remedyforce. Logs and tracks Incidents and Service Requests from creation through resolution stages. Contributes and coordinates updates to the Knowledge Article database within the Remedyforce platform that improves the IT Service Desk to resolve customer(s) issues more effectively (e.g., First Call Resolution) through Self-Service portal. Follows procedures to install, upgrade, configure, and maintain network devices, network printing, directory structures, rights, user environment, software, file services and related security issues. Assists with software, and data communication services such as personal computers, system software, applications, printers, servers, modems, switches, cabling, and Internet service. Tests and implements policies and procedures related to network hardware and software acquisitions, use, support, and security. May Assist in testing and implementation of a disaster recovery plan. Performs office administration and facilities support. Facilitates IT purchase order process from creation to completion. Performs other duties and projects as assigned. Other duties as assigned Qualifications: 1.5-3 years experience in a help desk environment, or customer service involving technology support preferred. ITIL / ITSM working practices related to Service Desk operations. Enterprise applications such as JD Edwards, Citrix, In house built (CRM) Customer relationship management, Time Entry (TCP) time clock plus, Report writing tools (ShowCase and Insight/Hubble), LexMark printers, Shortell phone systems. Current developments and trends in areas of expertise. Computer programs, including Microsoft Office suite of applications, Adobe Acrobat, Webex Meeting Center, and cloud-based applications. Purchase order processing. High school diploma or GED required. Bachelor's degree preferred.