Our client in Virginia Beach, VA is looking for a 3 month contracted IT Support Center Specialist I. The IT Support Center Specialist I will serve as a technical specialist assigned to the IT Support Center; assist users who are experiencing any procedural or operating difficulty with the use of IT applications, products or services; manage the recording, prioritization, and tracking of user calls, and resolve common incidents directly. Complex and/or high priority incidents are elevated to specialized support groups for resolution, but the Specialist is responsible to ensure that an effective solution is provided to the user. The Specialist is the point of contact for IT user support needs. Staff assigned to this position will troubleshoot customer technical incidents in a remote support environment and provide limited desktop support to clients to assist in resolving and/or analyzing reported incidents.
Provide a rapid response to reports of service interruptions, outages and service requests (incidents) received via multiple communications channels (telephone, e-mail, chat, instant messaging, and web).
Record required user and incident information in ServiceNow; track the status of open service tickets using the Service Desk Management System
Establish the priority of recorded incidents and resolve common client service requests using available resources; determine the most effective manner to resolve the client's reported incident
Elevate complex and/or high priority incidents to the appropriate support groups for resolution.
Verify that suggested solutions effectively resolve the users' reported incidents; update ServiceNow with the most current information; close calls in the Service Desk Management System.
Update technical information databases (knowledge base) as appropriate.
Perform other job duties requiring skills, knowledge and physical requirements as demanded by those duties described or less. Individual assignments will be determined by the supervisor based on then current workloads and department needs.
Requires any combination of education and experience (above the high school level) equivalent to a minimum of two (2) years in fields utilizing the required knowledge, skills and abilities; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
Prefer recent work experience within ServiceNow in a job role equivalent to Support Center Analyst, Help Desk Analyst, Service Desk Technician, Help Desk Technician or Customer Service Representative.
Minimum 2 years' experience with the following:
Office 365, Office 2013
Microsoft remote desktop tools
Microsoft Systems Center Configuration Manager
At ESI, the Professional Staffing & Recruitment Team partners with candidates to understand their career goals, to identify skill sets and interests, and to place each candidate in a position that aligns with their specific goals.---------------------------------------------------------------------------------------------------------------------Electronic Systems, Inc. is a premier supplier and service provider of comprehensive office technology. We are committed to providing remarkable innovative solutions to our customers and for our employees, extensive training and development. We are passionate about building a team of highly qualified, customer focused individuals who contribute enthusiastically to our corporate culture and our company's success. With the competitive salary and benefits offered at ESI you build more than a career, you can build a future.
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