Kforce Inc · 23 hours ago

Service Desk Specialist

Phoenix, AZ

Contract

Remote

Entry Level

1+ years exp

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Responsibilities

Responds to incoming interactions initiated via phone, email, self-service, or chat

Fulfills incoming service requests

Diagnoses and troubleshoots incidents with tablet hardware, enterprise applications, locally installed software, and other industry standard technologies

Uses the IT Service Management tool to accurately document all incoming interactions and resolutions

Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller's satisfaction

Keeps Service Desk team and management informed of any new support issues in a clear and timely manner

Research support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tool, external knowledge bases, software manuals, and via collaboration with other team members

Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes

Contributes to the department's knowledge management initiatives

Performs other job-related duties as assigned or apparent

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Remote IT supportIT endpoint hardware supportSoftware troubleshootingBilingual (Spanish)HDI Support Center AnalystSQLTechnical communication