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Job Position: Service Desk

Location: Madison, NJ

Job Description:

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
  • Route problems to internal 2nd and 3rd level IT support staff
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User account provisioning.
  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
  • Perform user account management activities
  • Escalate complex problem to appropriate support specialists
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
  • Troubleshoot client software and basic network connectivity problems
  • Identify, evaluate, and prioritize customer problems and complaints
  • Participate in on-going training and departmental development
  • Routine maintenance updates with other IT staff and business units
  • Provide all required documentation including standards, configurations, and diagrams
  • Provide knowledge transfer of Service Desk operations

Technical Requirements

  • Phone support experience necessary.
  • Technical Service desk or technical call center experience is necessary.
  • Disciplined, systematic problem-solving skills required.
  • Windows Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • ITSM ticketing tools such as Remedy, Client Service Center, client Service Center
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Internet browsers (e.g., Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and blackberry support
  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Soft Skills

  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Good working knowledge of MS OFFICE
  • Should have good customer handling skills
  • High level of acceptance

Other Skills / Experience

  • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared
  • Ability to learn new information quickly and the willingness to always do so
  • Ability to work flexible hours from time to time to cover for other staff
  • Should understand IT Environment and ready to learn new processes and technologies
  • Customer Focus
  • Teamwork
  • Technical Expertise
  • Interpersonal Effectiveness
  • Concern for Order and Quality

Years of Experience

  • Relevant: 5-6 years of experience


Last updated on May 13, 2022

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