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Service Desk Specialist

Company: Calance
Location: Anaheim
Posted on: May 13, 2022

Job Description:

Service Desk Specialist

This position is responsible for ensuring accurate and timely technology support and problem resolution to internal and external customers.
Tier 1 Software Support
Tier 1 Hardware Support


Responsible for producing high quality work during normal business hours; respond to voicemails within specified time frame.
Resolves everyday service requests relating to PC, server, and network hardware and software problems and malfunctions.
Resolves complex and everyday service requests relating to PC, server, and network hardware and software problems and malfunctions.
Responsible to report all work completed in Service Desk.
Responsible to follow all documentation, policies, process and procedures as laid out by the Manager.
To effectively execute on standard requests for Support Tickets relating to Desktop and Laptop Hardware and Software.
To effectively troubleshoot hardware and software issues and triage incidents appropriately.
Work effectively with other employees and departments throughout company to assist in delivering quality service.
Assist in identifying process and procedure improvements.
Continuously strive to improve client service support; identify opportunities, and recommend solutions for improving service efficiency and effectiveness.
Gather and record information to escalate to next tier associate.

Skills and Knowledge

Good written and oral communication skills.
Good troubleshooting skills.
Knowledge of Windows Operating Systems including Windows Operating Systems including Windows XP, Windows 7, and Windows 10.
Knowledge of Office Suite of Products, primary focus on Outlook, Excel and Word.
Knowledge of Active Directory Management Tools.
Ability to work with minimal supervision in a team environment.
Project a professional, positive manner in person, on the phone and via email.
Ability to establish and maintain a high level of customer trust and contribute to team's knowledge of customer's business needs.
Other duties as assigned by Manager.


Bachelor's degree desirable or equivalent work experience
1-2 years of experience in an IT support or technical environment with significant PC or client/server platform experience.
A+ Certification
Windows 10

Keywords: Calance, Anaheim , Service Desk Specialist, Other , Anaheim, California

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