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Service Desk Specialist I

Company: NLB Services
Location: Cleveland
Posted on: January 5, 2022

Job Description:

Job Title: Service Desk Associate
Start Date: ASAP
Location: Mouse Creek Rd NW, Cleveland, TN 37312
Job Type: Full Time
Job Location : On-Site

Scope:
Applies company policies and procedures to resolve routine issues
Works on problems of limited scope
Receives detailed instructions

Your Roles and Responsibilities:
Follow standard operating, ticketing procedures, and work instructions to image, update and resolve computer and software application issues for new and existing employees.
Help maintain equipment inventory, including processing RMAs and ordering new equipment.
Maintain a physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.
Helps to monitor, update and maintain tickets in a defined ticketing system.
Assists with responding to tickets, contact users, and plan workload.
Update, track, and escalate the ticket to appropriate levels/groups for resolution as required.
Sign-off on closed tickets with the user to include follow-up specifically to the end-user.
Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
Help support access to corporate network/wireless and applications both on the network as well as over VPN.
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:
Bachelor's degree (B.S/B.A) from four-college or university and 0 to 2 years related experience and/or training; or equivalent combination of education and experience
Builds stable working relationships internally
Follows standard practice and procedures when analyzing situations or data
Ability to work independently with minimal supervision
Excellent coordination skills and a team player
Ability to identify issues and escalate as needed
Excellent written and oral communication skills
Strong interpersonal and customer service skills
Knowledgeable about hardware, software, and network troubleshooting
Understanding of software application use and installation
Ability to resolve technical issues under pressure

Physical Demand & Work Environment:
Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

Keywords: NLB Services, Cleveland , Service Desk Specialist I, Other , Cleveland, Tennessee

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