Educology Solutions
Jr. Helpdesk Specialist
Educology Solutions, Hanover, Maryland, United States, 21098
Duties & Responsibilities:
ESI is seeking a Junior Helpdesk Specialist that will participate in enhancing the service desk knowledge base for the customer. Participation can include but is not limited to the following tasks:
Monitor industry standard service desk, including phone calls, email, and service desk Maximo queue. Troubleshoot with end-user, triage service tickets, and route to appropriateDocument and communicate information to develop templates based on user calls to the Service Desk Manager. Assist Service Desk Manager with documentation knowledge base, to include closing of tickets.Assist in enhancing documentation for Tier 2 and Tier 3 routing.Develop and maintain or assist in the development and maintenance of Tier 1 documentation including knowledge base.Attend staff meetings, as well as other meetings, as required.Ensure policies and procedures are followedQualifications:
High school diploma, GED, or equivalent3-5 years of helpdesk experiencePrior information technology or systems administration experience preferredFamiliarity with telephone, office, and point-of-sale software a plusStrong Customer Service Skills.
ESI is seeking a Junior Helpdesk Specialist that will participate in enhancing the service desk knowledge base for the customer. Participation can include but is not limited to the following tasks:
Monitor industry standard service desk, including phone calls, email, and service desk Maximo queue. Troubleshoot with end-user, triage service tickets, and route to appropriateDocument and communicate information to develop templates based on user calls to the Service Desk Manager. Assist Service Desk Manager with documentation knowledge base, to include closing of tickets.Assist in enhancing documentation for Tier 2 and Tier 3 routing.Develop and maintain or assist in the development and maintenance of Tier 1 documentation including knowledge base.Attend staff meetings, as well as other meetings, as required.Ensure policies and procedures are followedQualifications:
High school diploma, GED, or equivalent3-5 years of helpdesk experiencePrior information technology or systems administration experience preferredFamiliarity with telephone, office, and point-of-sale software a plusStrong Customer Service Skills.