Service Desk Specialist

The EDH; Atlanta (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

The EDH seeks a Service Desk Specialist I to provide 24/7 Tier 1 support, create tickets, perform initial troubleshooting, and document steps to resolve incidents per ITIL guidance.

Rotation of shifts every four months is required, with collaboration across engineers and OEMs to resolve complex incidents and restore service efficiently.

Qualifications

• Associates Degree or equivalent experience.
• 3 to 5 years of prior Service Desk experience.
• In-depth technical knowledge and experience in installing, configuring, documenting, operating and maintaining Microsoft Client Operating Systems, applications and 3rd party help desk software.

Responsibilities

• Diagnose and resolve client level issues using ITIL practices.
• Track all assigned work and trouble tickets in workflow using Remedy IT Service Management (ITSM).
• Perform Tier 2 and 3 function by working with engineers and OEMs on resolving incidents.

Skills

ITIL practices

Education

Associates Degree or equivalent experience

Tools

Remedy ITSM

Job description

Service Desk Specialist I who will provide 24/7 Tier 1, Service Desk support for creating tickets, performing initial troubleshooting, and documenting steps to resolve incidents in accordance with operational guidance. The selected candidate must be able to work rotating shifts every four months.

Job Duties and Responsibilities:

• Diagnose and resolve client level issues using Information Technology Infrastructure Library (ITIL) practices.
• Track all assigned work and trouble tickets in workflow using the Remedy IT Service Management (ITSM) toolset.
• Perform Tiers 2 and 3 function by working with engineers and original equipment manufacturers (OEMs) on resolving incidents.

Knowledge, Skills and Abilities:

• Associates Degree or equivalent experience
• 3 to 5 years of prior Service Desk experience
• In-depth technical knowledge and experience in installing, configuring, documenting, operating and maintaining Microsoft Client Operating Systems, applications and 3rd party help desk software.

Required Certifications:

Must possess one of the below certifications prior to starting: