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Service Desk Support

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Resource Logistics, Inc.

2024-11-08 13:42:36

Job location Dallas, Texas, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description



Service Desk Support

Remote work

Full time

Position Overview

The Service Desk Support role is a crucial position within our IT Client, responsible for providing technical support and assistance to end-users. The ideal candidate will possess excellent problem-solving skills, strong communication abilities, and a commitment to customer service.

Key Responsibilities

Provide First-Level Support: Respond to user inquiries and issues via phone, email, or in-person, ensuring timely resolution of technical problems.

Troubleshoot and Resolve Issues: Diagnose and resolve hardware, software, and network issues, escalating complex problems to higher-level support as necessary.

Document Incidents: Maintain accurate records of user interactions, problem resolutions, and follow-up actions in the ticketing system.

Install and Configure Software: Assist with the installation, configuration, and updates of software applications on user devices.

Maintain Hardware: Perform routine maintenance and updates on computer systems, printers, and other hardware equipment.

User Training: Provide guidance and training to users on best practices for using software and hardware efficiently and securely.

Collaborate with IT Team: Work closely with other IT professionals to ensure seamless support operations and effective problem resolution.

Monitor System Performance: Keep an eye on system performance and proactively address potential issues to minimize downtime.

Qualifications

Education: Associate or Bachelor s degree in Information Technology, Computer Science, or a related field preferred.

Experience: Previous experience in a service desk or technical support role is highly desirable.

Technical Skills: Proficiency with Windows and Mac operating systems, Office 365, and common software applications. Understanding of basic network concepts and troubleshooting.

Communication Skills: Excellent verbal and written communication skills with a strong focus on customer service.

Problem-Solving Abilities: Strong analytical skills with the ability to diagnose and resolve technical issues effectively.

Team Player: Ability to work collaboratively with a team while managing individual responsibilities.

Time Management: Strong organizational skills with the ability to prioritize tasks and manage time effectively.

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