Service Desk Analyst
Netrix Global
ITSM
Technical Support Specialist
Gemini, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $24 - $30 per hour
Job Level
Mid-LevelSenior
About the role
- Serve as the first point of contact for customers seeking technical assistance over the phone and via Jira ticketing system
- Diagnose and resolve tier 1 D&IT tickets
- Provide technical support to local customers in Garland / Cannon Falls and support virtually to customers throughout the organization
- Install, make changes, and repair computer hardware and software
- Manage D&IT Help Desk tickets in a timely manner
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Take ownership of user problems and follow up on the status of problems and communicate progress
- Determine the best solution based on the issue and details provided by the customer
- Escalate unresolved issues to the next level of support personnel when necessary
- Arrange for external technical support where problems cannot be resolved in house
- Record events and problems and their resolutions in Jira ticketing system
- Identify and suggest possible improvements on procedures and documentation
- Perform updates to existing documentation and publish new documentation as it pertains to D&IT Help Desk support
- Perform basic Active Directory functions including creating user accounts, resetting passwords, creating groups, etc.
- Perform basic Microsoft Office 365 functions including managing licenses, updating/modifying user attributes, modifying user groups, etc.
- Assist with other D&IT projects as needed and as time allows
Requirements
- Proven experience in a Technical Support Specialist role or other customer support role
- Tech savvy with working knowledge of office automation products, databases, and remote control
- Proficient with Windows operating systems and Microsoft Office products, including Office 365
- Ability to diagnose and resolve basic hardware and software technical issues
- Excellent oral and written communication skills
- Customer-oriented and cool-tempered
- Troubleshooting skills
- Team player, self-motivated, and eager to learn
- Experience with Jira, OnBase, and HarrisData software platforms is a plus
- Incident Management experience is a plus
- Associates degree in a computer or technical field, certification in Windows or Networking, and/or applicable experience is preferred
- ITIL qualifications and/or experience is preferred
