Expedite Technology Solutions LLC
DECAL Help Desk Support Specialist 1
Expedite Technology Solutions LLC, Atlanta, Georgia, United States, 30383
Short Description:Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.
Complete Description:Key Responsibilities:
Triage and Manage Incidents: Efficientlytriage and prioritize incidents and service requests using ServiceNow.
User Interaction: Provide dailyassistance to walk-in users and remote users, helping them assess and resolvetheir IT issues.
Answering Phones: Respond promptly tophone inquiries, providing immediate support and resolving user issues ordirecting calls as necessary.
Customer Service: Exhibit stronginterpersonal skills and maintain a high level of customer service, ensuring apositive user experience.
Problem-Solving: Quickly identify,troubleshoot, and resolve technical issues, escalating complex problems whennecessary.
Documentation: Accurately document allincidents, requests, and resolutions in ServiceNow.
Collaboration: Work closely with other ITteam members to ensure seamless support and knowledge sharing.
Office Presence: Be available and presentat the office from 8:00 AM to 5:00 PM to assist users in person.
Work Schedule: Monday - Friday Onsite
Qualifications:
Proven experience in a Service Desk or IT support role.
Required 2 years of technical support experience.
Proficiency in using ServiceNow for incident andrequest management.
Excellent communication and interpersonalskills.
Strong problem-solving abilities and technicaltroubleshooting skills.
Ability to work effectively in a high-demandenvironment with challenging users.
Commitment to maintaining a high level ofcustomer satisfaction.
Preferred Qualifications:
Previous experience in a similar Service Desk or support and problemresolution role.
Technical Certifications preferred: Candidate should have one of thefollowing certifications A+, Network+, or Security +, or a minimum 2 years oftechnical support skills on in a Service Desk role.
Familiarity with remote support tools andtechniques
Complete Description:Key Responsibilities:
Triage and Manage Incidents: Efficientlytriage and prioritize incidents and service requests using ServiceNow.
User Interaction: Provide dailyassistance to walk-in users and remote users, helping them assess and resolvetheir IT issues.
Answering Phones: Respond promptly tophone inquiries, providing immediate support and resolving user issues ordirecting calls as necessary.
Customer Service: Exhibit stronginterpersonal skills and maintain a high level of customer service, ensuring apositive user experience.
Problem-Solving: Quickly identify,troubleshoot, and resolve technical issues, escalating complex problems whennecessary.
Documentation: Accurately document allincidents, requests, and resolutions in ServiceNow.
Collaboration: Work closely with other ITteam members to ensure seamless support and knowledge sharing.
Office Presence: Be available and presentat the office from 8:00 AM to 5:00 PM to assist users in person.
Work Schedule: Monday - Friday Onsite
Qualifications:
Proven experience in a Service Desk or IT support role.
Required 2 years of technical support experience.
Proficiency in using ServiceNow for incident andrequest management.
Excellent communication and interpersonalskills.
Strong problem-solving abilities and technicaltroubleshooting skills.
Ability to work effectively in a high-demandenvironment with challenging users.
Commitment to maintaining a high level ofcustomer satisfaction.
Preferred Qualifications:
Previous experience in a similar Service Desk or support and problemresolution role.
Technical Certifications preferred: Candidate should have one of thefollowing certifications A+, Network+, or Security +, or a minimum 2 years oftechnical support skills on in a Service Desk role.
Familiarity with remote support tools andtechniques