Service Desk/IT Support
Job title: Service Desk/IT Support in USA at VDart
Company: VDart
Job description: Role: Service Desk/IT SupportLocation: Plano, TX (Remote)Type: ContractJob Description:
- 5-6 years related work experience required in 5 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in an MS Windows / MS Office environment
- A bachelor's degree in computer science or related field required
- Must have 3+ years acting in a more senior role on the Service Desk.
- Advanced Knowledge of various Operating systems (OS) such as Windows 10 and MAC OS Knowledge of various mobile devices, such as iOS and Android platforms
- Knowledge of Network fundamentals
- Solid experience with Citrix Systems application
- Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.)
- Solid experience of Microsoft Office 365
- Knowledge and experience with ITSM systems such as Service Now or Remedy
- May produce complex documents, perform analysis, and maintain databases
- Strong communication skills (both written and oral), strong customer service, and excellent interpersonal skills with the ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary
- Excellent organizational skills with the ability to handle and prioritize multiple projects
- Healthcare application and healthcare industry knowledge helpful
- Analytical Problem-Solving Skills must be adept at analyzing technical challenges, identifying possible causes, and advocating for solutions
- Must have a desire to provide superior customer service for internal and external customers
- Strong communication skills (both written and oral), strong customer service, and excellent interpersonal skills with the ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary
- Excellent organizational skills with the ability to handle and prioritize multiple projects
- Healthcare application and healthcare industry knowledge helpful
- Ability to take direction from all levels
- Exhibit a high level of individual initiative as well as work well within a collaborative team environment
- This position will provide customer-friendly assistance to clients having trouble using IT products and services. The Technical Support Analyst will troubleshoot, diagnose, and resolve or escalate Level 1/2 incidents as necessary.
- Performing technical customer support via telephone, chat, and email support
- Provide level 1 triage and resolutions such as password resets, account unlocks, and troubleshooting network connectivity issues
- Performing callbacks as required
- Acting as a subject matter expert (SME) across limited subject areas
- Training and mentoring other service desk associates as needed