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ServiceDesk Technical Specialist in Tulsa, OK at GDH

Date Posted: 11/29/2018

Job Snapshot

Job Description

Our client is currently looking for a Technical Specialist (IT Phone Support technicians) to fill an immediate opening.  This position will work an 8 hour shift between 7 a.m. and 5 p.m. with a 1 hour lunch. The Training period will be Monday – Friday from 8:00 a.m. – 5:00 p.m.  This position will primarily focus on answering incoming support calls and emails.  In the near future, we will be implementing IM support which will be the responsibility of this team. There may be other occasional requirements beyond those stated below. Flexibility and desire to see your team succeed will be essential traits in the selected candidate.
The position will be responsible for (but not limited to) the following:
• Answering incoming phone calls for technical supporto Microsoft Office suiteo Network configurationo Web Browser add-ins and issueso Printing issueso Onboarding processing and answering new hire questions (from manager & new hire)o Whitelisting / Proxy issues
• Answering emails, voicemails and chat for support
• Using remote tools to connect to a client machine and troubleshoot (Bomgar, RDP, etc.)
• Being On Call for 1 week intervals on a rotating schedule shared with other technical specialists
• Thorough documentation of all work done within the ticketing system
• Provide exceptional customer service
• ServiceNow experience a  definite plus
• Knowledge of KCS fundamentals a plus
• BOMGAR Remote Support a definite plus
All of these tasks require:
• 2 or more years’ experience in a Service Desk or Desk Top Services role
• Excellent Troubleshooting Ability
• Thorough Windows 7 Knowledge, Windows 10 is a plus
• Office 2010, Office 2013 and Office 2016 experience
• Ability to function well in close team environment
• Some Technical Writing ability for knowledge base article creation
• Familiarity with Active Directory – change password, unlock accounts, group membership
• A driving desire & engagement to provide outstanding customer service
Overtime to assist the team in coverage due to vacation, illness or operational needs will be required as needed but not a regular expectation.