Help Desk Spec II

Proficient in IT Service Management (ITSM) system ServiceNow, Remedy, or other similar systems.

Excellent Customer Service and communications skills.

Provide clear and concise communications with customers and keep customers updated on progress.

Proficient in Microsoft Active Directory (Account creation, modification, and account management).

Proficient in Print server administration and managing/supporting multifunction devices.

Knowledge of Change Management.

Determine complexity of issues and understanding of issue escalation to other workgroups.

Proficient in Software installation, configuration, and troubleshooting. Ability to mentor and assist junior technicians.

Ability to communicate with customers over email, phone, and other collaboration tools to walk them through resolution of common issues which do not require escalation.

Proficient in Remote Desktop support and remote control of customer computers.

Ability to understand, implement, and advise customers on organization security policies and procedures. Proficient in Virtual Desktop Infrastructure (VDI), including applications and configuration.

Experience with remote access to customers’ personal computers for diagnostic issues