CSCI Consulting

Tier 1 Help Desk Support Specialist

CSCI Consulting

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

Tech Stack

ITSMServiceNow

About the role

  • CSCI is looking for a Tier I Help Desk Support Specialist to deliver first-level technical and functional support for SDDC applications. This role is essential in promptly resolving customer issues, managing ticket tracking, and maintaining the knowledge base to support Tier I operations efficiently.
  • Responsibilities
  • Provide first-level technical and functional support for SDDC applications
  • Respond to customer inquiries via phone, email, web, and fax
  • Log, track, and resolve incidents using ServiceNow
  • Maintain and update the Knowledge Database with accurate solutions
  • Escalate unresolved issues to Tier II support as needed
  • Monitor application health and report outages within 30 minutes
  • Administer TEAMS user accounts (approve/disapprove/unlock)
  • Maintain GFM Coordinator List and update within 2 business days of receipt
  • Support GATES Water Port operations with Tier I access

Requirements

  • Experience in helpdesk or customer service roles
  • Familiarity with ServiceNow or similar ITSM platforms
  • Strong communication and troubleshooting skills
  • Ability to work in a high-volume, fast-paced environment
  • HDI Support Center Analyst certification preferred
  • Creativity and adaptability in problem-solving
  • Ability to work with clients to understand their needs
  • Strong organizational and time-management skills
  • Excellent written and verbal communication skills
  • Professional presence