Service Desk Specialist

• Serve as a technical guide and primary escalation point for Level 1 Service Desk staff, ensuring prompt resolution of complex incidents and requests.
• Diagnose, resolve, and provide recovery assistance for hardware, software, network, voice, or system issues.
• Monitor and resolve Service Desk requests reported by end-users within defined SLAs.
• Escalate issues requiring higher-level technical expertise to appropriate personnel (e.g., Vendors).
• Maintain technical logs, documentation, and inventory (Hardware/Software) according to area procedures.
• Monitor and maintain Service Desk applications and systems.
• Provide related services to ensure positive end-user satisfaction with the IS Department (e.g., training, PR phone calls).
• Assist with special projects and assignments as required by management.
• Participate in scheduled 24/7 on-call duties as requested.
• Manage virtual machine inventory, build, and support AWS Workspace infrastructure.
• Collaborates effectively with team members and other departments to resolve issues and implement solutions, demonstrating strong teamwork and interpersonal skills.
• Communicates clearly and professionally with end-users, team members, and management, ensuring all stakeholders understand complex technical issues.
• Organizes and prioritizes tasks effectively, managing multiple responsibilities and deadlines with attention to detail.
• Perform other duties that support the overall objective of the position.

Education Required:  

• Degree in Computer Science/Technology.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• Experience handling macOS installation, configuration, and troubleshooting issues with hardware and software.
• Experience in dealing with purchase requisitions, procurement, asset tagging, and compliance with IT laws.
• Experience in installing, upgrading, supporting, and resolving issues relating to PC, printers, scanners, phones, VoIP, including the Intranet, LAN, and WAN, hardware, and software.
• Experience working on Active Directory and AWS/virtualization.
• High-level experience in handling Network & Voice Infrastructure, maintenance/upgrade, and troubleshooting.
• High-level experience in networking and WAN technology.
• 3-4 years of experience in the Information Systems industry and in the above-mentioned areas.
• Experience with Automation of Service Desk capabilities.
• Hardware troubleshooting experience and be conversant with networking protocols and ITIL.