The Help Desk Specialist will provide technical support for incidents and requests reported to the IT service desk. Responsibilities include initial assessment, triage, research, and resolution of first level cases; commonly regarding the use of application software products and/or infrastructure components. Daily Tasks & Responsibilities Analyzes and resolves incidents/requests regarding use of application software or hardware. Logs and tracks incidents/requests from identification through resolution in incident management software. Communicates with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. Documents resolutions and internal procedures & updates self-help and staff knowledge bases. Creates a positive customer support experience and builds strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude. Maintains and protects confidentiality with regards to all aspects of employee information. Provides after hours and on-call support as needed on a rotating schedule. Essential Skills, Characteristics, & Experience 4+ years in a Help Desk Support role Mac experience is a plus Competency in MS Office Suite & Windows 7 operating systems. Basic User & Security Group administration through Active Directory Willingness to learn continuously evolving company & industry specific applications, Excellent written and verbal communication skills Excellent organizational & time management skills with strong attention to detai Blue Chip Talent
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