Job Id: 742316
Position: Help Desk Support Specialist
Client: DECAL
Location: 2 Martin Luther King Jr. Drive SE Suite 754 East Tower Atlanta GA 30334.
Duration: 12 Months
Shift: 8:00 AM To 4:30 PM
Job Description:
Key Responsibilities:
Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow. User Interaction: Daily assist walkin and remote users daily helping them assess and resolve their IT issues. Answering Phones: Respond promptly to phone inquiries providing immediate support and resolving user issues or directing calls as necessary. Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service ensuring a positive user experience. ProblemSolving: Quickly identify troubleshoot and resolve technical issues escalating complex problems when necessary. Documentation: Accurately document all incidents requests and resolutions in ServiceNow. Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing. Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person. Qualifications:
Proven experience in a Service Desk or IT support role. Required 2 years of technical support experience. Proficiency in using ServiceNow for incident and request management. Excellent communication and interpersonal skills. Strong problemsolving abilities and technical troubleshooting skills. Ability to work effectively in a highdemand environment with challenging users. Commitment to maintaining a high level of customer satisfaction.
Preferred Qualifications:
- Previous experience in a similar Service Desk or support and problem resolution role.
- Technical Certifications preferred: Candidate should have one of the following certifications A Network or Security or a minimum 2 years of technical support skills on in a Service Desk role.
- Familiarity with remote support tools and techniques