Help Desk Service Specialist 3

Job Details

The key duties in this role will be providing remote service desk support for domain joined Windows computers. The selected resource will support Microsoft Office 365 apps and other common Windows apps.

Applicants must have professional experience working in a technical end user support role, providing Windows/Microsoft troubleshooting and support.

Candidates must have experience interpreting customer technical issues and determining appropriate categories and relevant information needed for creating entries within the ITS service management system.

Candidates must also have experience with Active Directory to help with their troubleshooting skills. While the primary duties will revolve around the service desk support for end users, the selected resource may be requested to assist with onboarding/offboarding users using Active Directory, Azure AD, and Office 365 Admin consoles.

Punctuality and reliability are essential to this role. Additionally, excellent communication (both written and verbal), and customer service skills are essential to this role.

Responsibilities In The Role Will Include

Managing user and computer accounts in Active Directory (AD), Office 365, and Exchange.

Managing software licensing.

Receiving telephone calls and emails from users with computer hardware and software problems or how-to inquiries.

Determining the nature of the problem, the root cause, and providing basic troubleshooting.

Documenting support responses in the ITS Service Desk Ivanti ticketing system.

Escalating problems in accordance with defined ITS procedures.

Assisting users with problem solving steps.

Communicating accurate and useful status updates.

ITS will supply computer, phone, and work environment necessary to fulfill the duties as described above.