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Service Desk Specialist

WASHINGTON-20004, DC, US
07/25/2018

-

Required Skills

problem solving skills

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

SERVICE DESK SPECIALIST

Seeking an experienced Service Desk Specialist to join a national legal firm.

The Service Desk Specialist will provide Tier 1 support for the firm.

The ideal candidate will have exceptional customer service skills, displaying timely, knowledgeable and courteous resolution of all technology related issues and questions.
Excellent communication skills are required as you will be communicating incident resolution to customers, documenting troubleshooting efforts and escalating issues as needed.

Responsibilities:

Provide Tier 1, remote diagnosis and resolution for Firm-wide technology related issues, including desktop, laptop, mobile device, and Firm-wide systems

Create and maintain Active Directory and telephone user accounts, and troubleshoot other end-user systems and access

Escalate advanced technology issues to the correct tier 2 or 3 support teams for resolution using incident tracking system

Provide diligent follow-up on customer inquiries that are not immediately resolved

Document resolutions to common issues in the department knowledge base

Test new applications and systems and provide feedback to project teams

Provides occasional after-hours on-call support per on-call policies

Requirements:

Bachelor's degree in Information Systems, Computer Science or equivalent work experience

1+ years' of Service Desk Support experience

Professional experience working in a legal or financial setting is highly desired

Experience with ticketing systems desired, ServiceNow a nice to have

Windows 7 – 10

Mature, self-motivated, and professional with excellent customer service skills

Ability to work independently as well follow direction and best practices in a fast-paced environment

Ability to learn new technologies quickly

Ability to demonstrate a solid understanding of basic network components and concepts

Attention to detail and ability to multitask

Strong analytical and problem solving skills

Strong written and verbal communication skills