[Hiring] IT Service Desk @Global Staffing & Talent Solutions

Role Description

• Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues.
• Receives calls from users to resolve simple and complex computer software and hardware problems.
• Provides services including inquiries of how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues.
• Contacts software and hardware product support vendors to correct, replace or provide technical support and information.
• Initiates, escalates, or resolves problem tickets and/or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Other duties as assigned.

Qualifications

• Associate's degree in MIS/IT, computer science or a related field; or equivalent combination of education, experience and training that provides the required knowledge and skill.
• Minimum 2 - 5 years of experience in IT Helpdesk Support.
• Networking and hardware knowledge.
• Thorough understanding of Microsoft products - NOS, OS and other applications.
• Excellent customer service skills.
• Excellent troubleshooting skills.
• Ability to express complex technical concepts effectively, both verbally and in writing.
• Remote support experience, a plus.