Title: Systems Support Specialist Location: Las Vegas, NV
"Have you tried turning it off and on again?" If you know what comes next after the answer to that question is "yes, but it's still not working" - this might be the job for you! In this position, you will assist an end user community with IT related questions and requests for support in person, electronically (email and trouble ticket submittal) and by telephone. You will need both technical knowledge and customer service skills with demonstrated courtesy and professionalism. You'll be responsible for the timely resolution of customer reported issues, increasing first pass yield and overall reduction in resolution time. Contributes to customer satisfaction by ensuring incidents are addressed quickly, completely, and accurately.
Diagnose hardware and application software issues, escalating as appropriate.
Develop and maintain proficiency with company specific systems and technologies.
Document issues, resolution steps taken and expended time using a trouble ticket system.
Promptly report system outages and follow up with end users to provide updates.
Work independently to research and resolve technical issues.
Identify repeated patterns of reported issues and work with IT staff to design resolution(s).
Provide end user application training for company specific systems and technologies.
Participate in on call rotation to monitor the Help Desk for critical issues after normal working days and hours.
Must exhibit an attention to detail and problem-solving skills.
Ability to work both independently and as a team member.
Custom developed user applications (Browser/.NET based)
Browser support (Edge/IE/Chrome/Safari/Firefox)
Desktop support (Windows 10)
Printer support (primarily HP)
Microsoft Office 365 support
Service Desk Software (IssueTrak/Jira)
Basic understanding of Cloud Computing.
Basic application development, infrastructure, database and system design knowledge.
What you've got:
Bachelor's degree or equivalent experience.
1-3 years in IT Help Desk or other technical support role.
Strong critical thinking and analytical skills with the ability to use proven problem-solving approaches.
Exceptional customer service, organizational, decision making and communication skills (i.e., verbal, written, presentation).
Ability to adapt and learn quickly.
Able to work in a team environment while also functioning independently.
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