Service Desk Specialist

Job Description

**Job Title: Service Desk Specialist**

**Location: Matawan, NJ 07747**

**Perm (FTE) role**

***US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor***
*H1b*
***candidates at this time***

**Job Description**

**Job Title: Service Desk Specialist**

**Department:**
IT

**Reports to:**
Service Desk & IT Retail Field Manager

**Summary:**

– Responsible for the timely execution, monitoring and verification of technology-based tasks which support the overall operations of retail organization and its member stores.
– Responsible for phone support.
– Must be both technically and customer service oriented.
– Ability to handle multiple calls and situations.
– Able to work varying shifts including evenings and weekends.
– Bilingual in Spanish is a plus.

**Job Description:**

– Proficient in the timely and professional handling of incoming calls to a busy service desk
– Target 85% resolution at the Service Desk for inbound incidents and request
– Proficient tracking of all calls via service desk software (Service Now); ticket assignment and escalation as required.
– Perform daily follow-up on open calls that do not show activity to ensure satisfactory closure of issue.
– Responsible for initial user account creation, permissions, and directory updates in a multiplatform environment.
– Evaluating and prioritizing incoming telephone, voicemail, and email requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related issues.
– Ask concise and accurate questions to identify issues and provide solutions.
– Answer application questions with short training and/or –how-to documents.
– Delegate support tasks when appropriate to third party vendors
– Escalate problems to engineering support group (when appropriate) to obtain timely resolution.

– Monitor trouble ticket portals of third-party vendors to ensure proactive resolution to issues.
– Participate in departmental projects and programs (which include rollouts, upgrades, and modifications).
– Maintain procedures manual to ensure continuity of task execution amongst current or future staff.
– Deliver administrative services to IT department.
– Assist in Desktop top support functions.
– Participate in after hour on call rotation.

**Qualifications:**

**Education**

– Associate degree in management information systems (MIS), Computer
– Science related field or minimum 2 years’ experience.

**Skills & Experience**

– Certifications a plus, not required ITIL, Microsoft certification,
– Cisco/Network Certification
– Ability to present ideas in business-friendly and user-friendly language.
– Highly self-motivated and directed, with keen attention to detail.

*A reasonable, good faith estimate of the minimum and maximum base salary for this position is $55k to $60K.*

We offer a comprehensive benefits package designed to support your health, well-being, and career growth, which may include:

– Health, dental, and vision coverage
– Paid time off and holidays
– Retirement savings plan options