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IT Helpdesk Specialist
Ref No.: 18-18236
Location: Springfield, Massachusetts
IT Helpdesk Specialist
Springfield, MA
3 Month + Contract

Job Description:
  • The preferred candidate will be working in the Enterprise Services organization assisting with the IT process of onboarding and off-boarding new hires and transfers.
  • The candidate will be under direct supervision, performs routine IT tasks, guides, assists, coordinates and follows-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT.
Job Responsibilities:
Troubleshoot and resolve routine problems
Analyze simple to moderately complex inquiries
Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues
Determine appropriate escalations to other technical teams
Maintain records and verify information is accurate
Maintains records, prepares forms and verifies information is accurate

Skills:
  • Possess strong written and oral communication skills
  • Exhibits exceptional Customer Service soft skills
  • Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution
  • Illustrates high attention to incident description, detail and impact
  • Self-motivated and goal-oriented, capable of working in a fast paced and changing environment
  • Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas
  • Working knowledge of issues/request ticketing system preferred
  • Experience with Service Now a plus
  • IT Help Desk or Desktop Support background preferred
Other (Not Required but a Plus):
  • Scripting Background – Python/VBA/Javascript
  • Experience with customer support Chat tools