Helpdesk Service Specialist

Acro Service Corp; Carson City (NV); On-site; USD 42,000 - 60,000; Full time

Job summary

Acro Service Corp in Carson City, NV seeks a Help Desk Service Specialist 2 to deliver tier-one network and systems support, respond to customer requests, and resolve technical issues in a fast-paced environment.

Responsibilities include creating new user accounts in Active Directory, managing assets and service desk tickets, writing customer communications, and helping drive problem resolution within an agile team.

Qualifications

• Solid knowledge of Service Desk and Customer Support operations.
• Ability to troubleshoot hardware and software issues across desktops, laptops, printers, and mobile devices.
• Strong customer service and communication skills, with the ability to explain technical information clearly.

Responsibilities

• Provide tier-one network and systems support in a non-scripted environment.
• Establish new users, configure network/email accounts, and maintain Active Directory information.
• Maintain service desk ticketing and asset management processes; document activities.
• Proactively monitor and troubleshoot IT issues and drive resolution.
• Work within an agile project management environment.

Skills

Service desk operations

Customer support

Problem solving

Communication

Tools

Active Directory

VPN

Microsoft Windows

Microsoft Office

IT asset management

Job description

Job Title: Help Desk Service Specialist 2

Duration: 1 Years from projected start date

Location: Carson City NV

JOB DESCRIPTION

RESPONSIBILITIES

• Responsible for providing tier-one network and systems support by answering, responding, and solving customer’s technical requests in a non-scripted environment.
• Establishing new users including network, email accounts, and maintaining accurate and complete user information in Active Directory.
• Maintaining Service Desk request tracking software and utilities, monitoring Service Desk user support and recording and tracking all Service Desk activities.
• Assisting with asset management of computers, peripheral devices and printers Writing customer communications, processes, and other customer-facing documentation.
• Proactively monitor, analyze, and troubleshoot information technology issues and own, follow-up, and drive problem resolution.
• Work within an agile project management environment.

QUALIFICATIONS

• Solid knowledge of Service Desk and Customer Support center operations.
• Minimum of two (2) years’ hands-on experience troubleshooting various hardware and software products, including, but not limited to: desktops, laptop/tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN/WAN, VPN, antivirus, remote access technologies, and mobile devices.
• Have a proactive nature with the ability to solve problems.
• Be able to work on multiple projects, activities, and tasks, simultaneously.
• Have excellent customer service, interpersonal, and communication skills, including the ability to explain technical information to customers, as needed, to effectively train/advise them on information technology issues.

The ideal candidate should have one or more of the following certifications:

• CompTIA A+, CompTIA Network+, CompTIA Security +

Other vendor or vendor-neutral networking certifications may be considered on a case-by-case basis.

The Company is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.