Helpdesk Manager
Horizon Industries, Limited
ITSM
Tier 1 Help Desk Support Specialist
CSCI Consulting
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob 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
