IT Service Desk Specialist

Mastech Digital

Must Reside in USA Remote only

Full time

US$12.92-32.43 (hourly)

IT

Remote

Dec 9

Job Summary:

Provide support for technical issues/requests/questions in a 24/7 call center environment. Productivity and performance is managed through real-time metrics, call/chat monitoring, and individualized performance scorecards.

Responsibilities:

  • Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request or question that comes from the Customer
  • Analyze simple to moderate issues and determine appropriate technical area or vendor to resolve problems
  • Maintain written documentation for each call; escalate complex problems to the next level of support as required by documented procedures; communicate efficiently and effectively with Customers
  • Display empathy and hospitality to callers' needs and situations
  • Use and update knowledge management actively to resolve issues
  • Analyze the impact and urgency of the Customer’s issue or request and facilitate implementation of the appropriate solutions
  • Maintain compliance with required training and published service desk procedures
  • May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities:

  • Knowledge of support procedures, processes, and service management tools
  • Knowledge of business applications and their impact on business functions
  • Skilled in organization, communication, and prioritization
  • Ability to work all support channels while providing effective Customer Service
  • Ability to perform accurate problem diagnosis and resolve moderately complex IT problems rapidly and effectively
  • Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year
  • Ability to understand and to meet individual and Service Desk metrics
  • Skilled in PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MS Office Suite, iOS, and Android mobile devices
  • Skilled in LAN, WAN, wireless networks
  • Skilled in VDIs and Citrix

Education:

  • Required: High School Diploma or GED

Experience:

  • Required: Entry-level experience; developing skills and knowledge in ITIL methodology

Licensing/Certification:

  • Preferred: ITIL Foundations Certification

Physical Abilities:

  • Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
  • Ability to communicate and interact with others in the English language to meet the demands of the job
  • Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

Other Qualifications:

  • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
  • Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
  • Must be at least 18 years of age
  • Must be able to comply with Company attendance standards as described in established guidelines

Job Type: Contract

Salary: $12.92 - $32.43 per hour

Schedule:

  • 8 hour shift

Experience:

  • ITIL: 1 year (Required)
  • Service desk: 5 years (Required)
  • Call center: 2 years (Required)
  • Tier 1 and 2: 1 year (Required)

Work Location: Remote

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