Although we list out what we generally look for in this job description, we are very likely missing other attributes and skills that you have that could make you a great fit but are not currently listed. The point we’re getting at is it doesn’t hurt to take a chance and apply!

Summary

The Help Desk serves as the single point of contact (SPOC) for the end-user community with 24x7 coverage.  The Help Desk Specialist delivers technical and non-technical support remotely to end users to resolve Incidents and respond to Service Requests.  As the owner of the assigned Incidents, he/she opens, works, manages, and tracks Incidents through closure and updates the Incident Records in ServiceNow.  The Help Desk Specialist uses the knowledge base and troubleshooting skills to respond to Incidents and Service Requests efficiently.  He/she also works with level 2 staff to resolve or escalate Incidents as needed. The Help Desk Specialist reports to the Help Desk Manager.

Responsibilities

• Identify and classify Incidents/Service Requests using Impact and Urgency scales and handle Incidents/Service Requests according to ITIL-based Incident response procedures
• Troubleshoot, diagnose, and resolve incidents, with best efforts on the first call, by working with end users in real-time and using desktop remote-control software, knowledge base, and procedures manual
• Assist end users with Service Requests (upgrades, information, training requests, IMACDs, software/hardware questions, etc.)
• Implement appropriate corrective actions/workarounds for Known Errors and unresolved Problems
• Communicate with and escalate to the appropriate group when additional or specialized support is needed to resolve an Incident or Service Request in accordance with SLR/SLA response times
• Work with Help Desk staff and Help Desk manager on updates to resolutions/workarounds in the knowledge base
• Reassign approved IMACD requests with other Service Towers
• Train/cross-train other Help Desk Analysts as needed
• Update all Incident/Service Request activity in ServiceNow with appropriate detail
• Document solutions to resolved incidents in central knowledge base with appropriate detail as needed
• Reset passwords and/or direct users to reset their passwords through the self-service portal
• Promote self-service portal to users to reduce calls to the Help Desk and satisfy customers’ needs more quickly
• Provide feedback to the Help Desk Manager on ServiceNow functionality and usability for continuous improvement

Requirements

• 2 year college degree in a related field or equivalent professional experience
• Competency in usage, configuration and troubleshooting of common desktop applications such as Microsoft Office including Outlook, Windows 7 and Windows 10.
• At least six months of experience with end user support
• At least six months of experience using an IT Service Management system, preferably ServiceNow
• Experience using remote desktop (RDP)
• Participation in on-call rotation for after-hours support
• Help Desk Institute certification or ComptTIA A+ certification preferred
• Knowledge of Cyber-security best practices
• Excellent oral and written communication skills

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

COVID-19 Vaccine Statement

This position will be required to disclose their COVID-19 vaccination status.

Equal Opportunity Employer Statement

SDI Presence is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. SDI Presence makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Staffing Firms

SDI Presence does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between SDI Presence and the recruitment agency or party requesting payment of a fee.