Vacancy expired!
If you are interested in applying for the IT Service Desk Support Specialist III position, please do so through our preferred online method at:
https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=e5679e35-4de6-4957-9227-fb1ed0903c86&ccId=19000101000001&jobId=294553&source=CC3&lang=enUS
The IT Service Desk Support Specialist III provides the highest level of technical support to customers with hardware, software, and application problems and ensures that all incidents and service requests are documented, classified, and escalated as needed. The IT Service Desk Support Specialist III will act as both a mentor and escalated point of contact on the Service Desk to assist all other Specialists.
Essential Job Functions:
Supports a wide range of computing technologies and audio/visual equipment
Acts as an escalation point for all incidents and service requests that are reported through phone, e-mail, Service Management System and in person
Promotes the use of the Service Knowledge Management System and documents incidents and service requests that are reported by e-mail, phone or in-person communication
Identifies trends in incidents that require root cause analysis and creates a problem record with all necessary information to initiate the Problem Management process
Delivers a balance of superior customer service and technical support through professional, comprehensive, and timely communication for all incidents and requests
Resolves all escalated incidents as assigned
Ensures there is proper IT equipment configured and ready to support day-to-day activities and replaces equipment as needed such as laptops, desktops, and projectors
Leads IT Service Desk projects as directed
Provides guidance to management on new processes within the IT industry
Creates, maintains, and tests computer images for company desktops and laptops
Regularly updates the CMDB with asset information and changes to Configuration Items
Assists the Service Desk Manager in identifying the need to communicate outages, scheduled downtime, and (SLA) breaches
Prepares and reviews communication to employees and customers regarding system outages and system maintenance
Creates and maintains technical documentation, presentation material, and knowledge base articles
Plan and manage the workstation lifecycle refresh
Action any IT hardware repairs and/or work with the vendor with warranty repairs
Perform on-boarding procedures and orientation for new employees; off-boarding procedures for employee separations
Provides guidance on new technologies in the industry
Understand and display WLTs values
Other duties as assigned
Minimum Requirements:
High proficiency with computer hardware and desktop software
Advanced ability to think critically, troubleshoot, analyze, and solve computer problems
Ability to effectively communicate via telephone and e-mail to both internal and external customers as well as vendors
Understanding and basic knowledge of networking configuration principals
Expert knowledge of all current versions of Microsoft Windows and Microsoft Office
Good organizational skills and effective presentation skills
Ability to act as a mentor
Proficient in Active Directory for user account administration
Advanced knowledge of ITIL as it relates to Incident, Request, Change, Problem and Release Management
Familiarity supporting Macintosh computers
Travel:
Less than 5% travel is expected
Education:
Bachelors Degree related to Information Technology field required, or equivalent experience
A+ Certification or equivalent Microsoft certification required
Experience:
Minimum 4 years of recent experience in the Information Technology field
Experience in a Support Center/Help Desk is required
Experience working or managing Projects
Experience working with an ITSM tool such as ServiceNow, Fresh Service or Remedy
Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace. M/W/D/V
No third party callers or staffing agencies, please.
