Service Desk Support Specialist

Key Concepts Knowledgebase, LLC., is seeking a Service Desk Support Specialist to join our team working with a high-visibility customer for a project at a large NIH CIT support organization. The successful candidate will be friendly, have great customer service skills, and work with our IT managers, engineers, technicians, and the client to ensure the expectations of both parties are fulfilled in a timely, cost-effective manner.

The Service Desk Support Specialist responsibilities are as follows:

• Serve as the initial point of contact between the user and our IT service delivery department.

• Work within the ServiceNow ticketing system to create detailed work logs and technical documentation.

• Performs generic problem solving and assistance on various software applications, hardware systems and new technologies on the program.

• Provide support in the following way: chat, phone, email, and web support to users using communications, collaboration tools, and applications.

• Evaluate incoming calls to determine the extent of support required and escalate user to Tier II or Tier III in the shortest possible time frame if required.

• Provide instruction and/or training to users on existing or new systems, various applications and new technologies.

• Assists with the review, evaluation and recommendation of solutions relating to hardware and software problems.

• Work according to scripts, SOPs and guidelines to provide support.

Qualifications:

Knowledge, Skills and Abilities:

• Must be detail-oriented, organized, customer service-oriented and can work under tight deadlines.

• Should have extensive experience providing Tier 1 support in the IT environment as a Help Desk Support Technician (Tier I or Tier II) with a large IT Service Support organization for 5+ years.

• Have very good analytical troubleshooting skills in IT help desk support environment on popular applications, hardware, and new technologies.

• Have working or similar knowledge of the following application and tools: (Microsoft Office 365 and its associated apps, Adobe, AD, Citrix, ServiceNow/Remedy, VDI systems, VPNs, SPOK, BeyondTrust Secure Remote Access, JAMF Apple management and Symantec Management Console.)