Service Desk Specialist

Lancesoft; Birmingham (AL); On-site; USD 42,000 - 54,000; Full time

Job summary

Lancesoft in Birmingham, AL is seeking a Technology Service Desk Analyst to serve as the frontline single point of contact for IT issues and service requests for business partners, around the clock. The role blends world-class customer service with technical expertise to resolve needs on initial contact, 24x7.

You will troubleshoot, document, and coordinate with IT teams to restore services quickly while building strong relationships across departments.

Qualifications

• B.S. degree in a technology-related field, preferred.
• 1 to 3 years’ experience in computer/technology field, preferred.
• Thorough knowledge of information technologies and an understanding of infrastructure and telecommunication transport.
• Ability to build and maintain relationships within IT and other departments.
• Demonstrated willingness to take ownership of technical issues.
• Exceptional analytical abilities and problem-solving skills.
• Ability to manage multiple tasks and multiple priorities.
• Ability to make decisions with little or no management input and in absence of prior existing guidelines.
• Self-starter, initiative, and independent thinking.
• Strong oral and written skills.
• Comprehensive knowledge of the Company IT software and hardware configurations including but not limited to: Desktop configurations (PCs, printers, phones/radios), Network configurations, and Window 10, etc.
• Comprehensive knowledge of LAN/WAN technology.
• Working knowledge of mainframe technology and associated applications.
• Working knowledge of access technologies, and telecommunication terminology.
• Comprehensive knowledge of Remedy Event Management System

Responsibilities

• Provide frontline, single point of contact for business partners requiring IT assistance and service requests, 24x7.
• Resolve issues and fulfill service requests with World Class customer service and technical expertise.
• Collaborate with IT and other departments to address partner needs on initial contact.

Skills

IT support

Troubleshooting

Customer service

LAN/WAN knowledge

Remedy

Communication

Problem-solving

Self-starter

Telecom knowledge

Mainframe knowledge

Education

B.S. degree in a technology-related field

Tools

Remedy Event Management System

Job description

The Technology Service Desk analyst position is responsible for providing the frontline, single point of contact for business partners requiring assistance from the Technology Organization (TO) for issue resolution and service request fulfillment, and new events that come into the Technology Service Desk (24x7). The RLC analyst must combine World Class customer service and is also a technical expert that uses those skills to ensure that TO’s business partners needs are handled on the initial contact, as often as possible.

REQUIREMENTS:

• B.S. degree in a technology-related field, preferred
• 1 to 3 years’ experience in computer/technology field, preferred
• Thorough knowledge of information technologies and an understanding of infrastructure and telecommunication transport
• Ability to build and maintain relationships within IT and other departments
• Demonstrated willingness to take ownership of technical issues
• Exceptional analytical abilities and problem-solving skills
• Ability to manage multiple tasks and multiple priorities
• Ability to make decisions with little or no management input and in absence of prior existing guidelines
• Self-starter, initiative, and independent thinking
• Strong oral and written skills
• Comprehensive knowledge of the Company IT software and hardware configurations including but not limited to: Desktop configurations (PC’s, printers, phones/radios), Network configurations, and Window 10, etc.
• Comprehensive knowledge of LAN/WAN technology
• Working knowledge of mainframe technology and associated applications
• Working knowledge of access technologies, and telecommunication terminology
• Comprehensive knowledge of Remedy Event Management System