Service Desk Support Specialist

Follow all security guidelines and comply with all components of our privacy and security policies.
Field incoming help requests from end users via telephone, e-mail or help desk portal in a courteous manner.
Document all pertinent end user identification information, including name, department, contract information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems.
Handle escalated problems from less experienced staff.
Resolve all routine and most non-routine problems, escalating only most serious issues to the senior technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Performs related duties as assigned by supervisor.

Knowledge of basic computer hardware.
Good written and oral communication skills.
Good interpersonal skills, with a focus on rapport building, listening and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Good problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.