Help Desk Support Specialist

Qualifications
2 + yrs
Experience in Helpdesk/Service Desk/Desktop support role – REMOTE SUPPORT
Strong Troubleshooting background (phones, printers, laptops, etc.)
Experience with Microsoft Outlook or Lotus notes
Active Directory Experience (creating policies and making changes to policies)
SCCM Experience would be helpful—have they remotely controlled using this tool
Previous Banking/Financial Industry experience
A+ or Network + Certifications
Benefits
ITIL foundation
Responsibilities
The technical support professionals who handle tickets that are escalated from level 1
These professionals require greater technical skills and/or access rights than level 1 support personnel
They are typically technical specialists and may also be responsible for participating in root cause analysis of problems
Handling escalated tickets within a timely manner
Taking ownership of potentially complex issues
Working Chat queues/Unassigned queues
Identifying issues in ticket handling processes (including attempting to find and document the correct process)
Identifying holes in documentation that could have resulted in the ticket being solved during first contact
Taking inbound Service Desk calls during peak call times when necessary
Job description
Must haves:

- 2 + yrs. Experience in Helpdesk/Service Desk/Desktop support role – REMOTE SUPPORT

- Strong Troubleshooting background (phones, printers, laptops, etc.)

- Experience with Microsoft Outlook or Lotus notes

- Active Directory Experience (creating policies and making changes to policies)

- SCCM Experience would be helpful—have they remotely controlled using this tool

Pluses:

-ITIL foundation

-Previous Banking/Financial Industry experience

-A+ or Network + Certifications

D2D

The technical support professionals who handle tickets that are escalated from level 1. These professionals require greater technical skills and/or access rights than level 1 support personnel. They are typically technical specialists and may also be responsible for participating in root cause analysis of problems

- Handling escalated tickets within a timely manner

- Taking ownership of potentially complex issues

- Working Chat queues/Unassigned queues

- Identifying issues in ticket handling processes (including attempting to find and document the correct process)

- Identifying holes in documentation that could have resulted in the ticket being solved during first contact

- Taking inbound Service Desk calls during peak call times when necessary