Information Technology Service Desk

Published
January 5, 2022
Location
Atlanta, GA
Category
Job Type

Description

Key Responsibilities:

  • Provides support to resolve problems with products and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly, setting customer expectations and detailed incident documentation
  • Analyzes and prioritizes incoming requests
  • Attempts to resolve problems, then escalates problems as necessary to appropriate resources (e.g., support team, vendor)
  • Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system
  • Monitors resolution of problems to achieve closure and provides status updates to employees and technical support team
  • Performs preventive maintenance and break/fix repairs on PCs, thin clients, printers, servers, mobile devices, and handheld devices
  • Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary; dispatches additional service from vendors if required
  • Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software
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