Kros-Wise
IT Helpdesk
Kros-Wise, Norco, California, United States, 91760
Job Description
Serve as Tier 1 Help Desk support for ServiceNow applications deployed for our customerProvides phone, email, and web support to users for applications developed or deployed under this contract.Experience providing helpdesk services to applications in a multi-department environmentAddress client queries via phone or email as requiredPerform troubleshooting through diagnostic techniques to pertinent questionsDocument all pertinent end user identification information, including name, department, contact information, and nature of problem or issue into the trouble ticketing systemManage ticketing queues in a timely manner to maintain defined Service Level agreementsPerform post-resolution follow-ups to help requestsWork independently and as part of the teamDocument status updates and follows up for users on status for resolutionCreate ticketing metrics reports for leadership meetingsStrong written and verbal communication skillsQualifications
2-3 years Ticketing system expertiseExperience working with Windows 7/10, Windows servers 2008-2019, Mac OSExperience working with MS Office suite including email clients (Outlook)Experience with ticketing systems and helpdesk processesExperience in supporting proprietary softwareExperience with Active Directory, printers, anti-virus, backupsHands on experience with diagnosing and resolving basic technical issuesHas the ability to understand user problems and the ability to explain technical fixes in a clear manner to non-technical usersIAT Level I Certified - A+ and/or Security+ CertificationActive Secret Security ClearanceServiceNow knowledge or experience, a Plus
Serve as Tier 1 Help Desk support for ServiceNow applications deployed for our customerProvides phone, email, and web support to users for applications developed or deployed under this contract.Experience providing helpdesk services to applications in a multi-department environmentAddress client queries via phone or email as requiredPerform troubleshooting through diagnostic techniques to pertinent questionsDocument all pertinent end user identification information, including name, department, contact information, and nature of problem or issue into the trouble ticketing systemManage ticketing queues in a timely manner to maintain defined Service Level agreementsPerform post-resolution follow-ups to help requestsWork independently and as part of the teamDocument status updates and follows up for users on status for resolutionCreate ticketing metrics reports for leadership meetingsStrong written and verbal communication skillsQualifications
2-3 years Ticketing system expertiseExperience working with Windows 7/10, Windows servers 2008-2019, Mac OSExperience working with MS Office suite including email clients (Outlook)Experience with ticketing systems and helpdesk processesExperience in supporting proprietary softwareExperience with Active Directory, printers, anti-virus, backupsHands on experience with diagnosing and resolving basic technical issuesHas the ability to understand user problems and the ability to explain technical fixes in a clear manner to non-technical usersIAT Level I Certified - A+ and/or Security+ CertificationActive Secret Security ClearanceServiceNow knowledge or experience, a Plus