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Service Desk Specialist

Service Desk Specialist

Overhead Door CorporationLewisville, TX, United States
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Job Description

The Position : Provide first and second-level technical support to internal and external customers for software, hardware and network related issues reported by telephone, email or in-person in an IT support team environment under general direction of the Help Desk Manager. Serve as a technical leader to the Help Desk Team and a primary escalation point for Tier-2 support issues. Essential Duties and Responsibilities :

  • Support IT issues reported through telephone, email and in-person.
  • Provide prompt and accurate support of IT systems including software applications, PC’s, notebooks, AS400, printers and network connectivity;
  • Responsible for first and second-level hardware / OS support of all PCs and notebooks, perform troubleshooting of equipment and repair;
  • Coordinate hardware repair of systems covered under warranty, ensuring resolution and customer satisfaction;
  • Support network connectivity for LAN, WAN, dial-up, VPN and Wireless;
  • Thoroughly document troubleshooting steps and technical details about each reported incident to HEAT Call Logging application;
  • Follow internal support policies for escalating support to the next level of support as needed;
  • Provide communication, documentation and instruction to peers regarding best practices for supporting hardware, software and network issues;
  • Create documentation and training aids as needed to improve customer knowledge;
  • Perform software installations and upgrades;
  • Install, configure and support BlackBerry wireless devices;
  • Meet and exceed performance goals related to Call Handling, Ticket Handling, Quality and Reliability;
  • Validate Critical and High Priority tickets have been thoroughly documented and are accurate before escalation to Tier-2 or 3 support groups.
  • Identify support trends and communicate patterns and impact to peers and management team.
  • Provide Executive Support to VP’s and C-Level Executives when Primary Support is unavailable.
  • Assist with IT project-related work in a contributory role.
  • Actively develop skills of Help Desk Team through peer coaching and quality feedback.
  • Develop and document solutions for advanced technical issues within Knowledge Base.

Other Responsibilities :

  • Strong troubleshooting skills;
  • Outstanding customer service ability;
  • Ability to listen and analyze problems along with good technical ability to resolve and document processes and results;
  • Excellent written and verbal communication skills;
  • Self-motivated individual with assertiveness and high personal ethics;
  • Able to develop professional relationships with peers and end-users to enhance team environment;
  • Must have positive attitude and be people / profit / results oriented.
  • Strive to be proactive at identifying and resolving potential support issues before impact to customers.
  • Effectively balance phone queue, email and offline support time management.
  • Backup and assist the PC Support Team regularly with Desktop / Tier-2 Support.
  • Compose and send Enterprise IT Notifications for High and Critical Priority Issues in addition to Sales Center and Plant location closures.
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    Service Desk Specialist • Lewisville, TX, United States