Help Desk - Tier I

Vaga não está no LinkedIn

🕒 Julho 27

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💻 Suporte de TI

👻 Score fantasma 20%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Sparibis

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2018

💼 Consultoria

🔒 Cibersegurança

🏢 Corporativo

Consulting • Cybersecurity • Enterprise

A Sparibis é uma empresa de engenharia de TI e consultoria com sede em Orlando. Ela oferece suporte a gestão de programas e controle de projetos, juntamente com liderança em SDLC e engenharia de sistemas. Suas capacidades listadas incluem engenharia de segurança cibernética, engenharia de nuvem e DevSecOps, mobilidade/engenharia de software, CRM e portais empresariais, engenharia de testes e operações, e gerenciamento de dados.

Descrição

• Must be able to obtain and maintain a Public Trust security clearance. • 3+ years professional Help Desk experience. • Bachelor’s degree in information technology or equivalent experience. • Must have experience as a Help Desk Analyst supporting Microsoft applications. • Experience providing support for major and business productivity applications, which include but are not limited to: Microsoft 365, Exchange Online, Microsoft Intune, and other Microsoft applications. • Experience providing Tier 1 Help Desk support. • ServiceNow Help Desk experience required. • Keep up to date on ServiceNow best practices. • Customer service driven. • Excellent written and verbal communication skills. • Must be detail oriented.

🎯 Requisitos

• Provide Tier 1 technical support as the central point of contact for all IT-related inquiries and end user requests. • Providing software support assistance, to include but not limited to: Password resets. • Account unlocks. • General software and hardware troubleshooting. • Installation and configuration desktop applications. • Supporting user customizations. • Answering and researching questions about the software’s features. • Troubleshooting and resolving operational incidents, such as local print configurations. • Resolving website access issue. • Assisting with wireless and wired network connections configuration assistance. • Resolve end user technical issues promptly and effectively. • Reviewing, managing and maintaining the Tier 1 ticket queue to ensure timely and effective issue resolution. • Monitor incoming support request tickets and create tickets for every customer interaction that does not already exist in ServiceNow. • All tickets will follow company configuration management policies for ticket escalation, ticket routing, and ticket closures. • Receive, track, and support all IT Service, Unified Communications (external and internal audio, video, and web conferencing support) and user workstation/desk move, add, and change support requests. • Will use company provided Interactive Voice Response (IVR) and Automated Call Distributor (ACD) software, hardware, and associated licenses. • Respond to and manage multiple alternative communications channels, including voice messages, email, and intranet portal self-service requests. • Track, manage, and provide monthly update on Help Desk utilization. • Create problem tickets to track like incidents and raise the trend. • Prioritize and organize incoming support requests to ensure timely resolution in alignment with established Service Level Agreements (SLAs), maintaining accountability for meeting response and resolution targets. • Attend provided training as requested. • Will always maintain a high level of customer satisfaction and professionalism. • Other duties as assigned.

🏖️ Benefícios

• Must be able to obtain and maintain a Public Trust security clearance. • 3+ years professional Help Desk experience. • Bachelor’s degree in information technology or equivalent experience. • Must have experience as a Help Desk Analyst supporting Microsoft applications. • Experience providing support for major and business productivity applications, which include but are not limited to: Microsoft 365, Exchange Online, Microsoft Intune, and other Microsoft applications. • Experience providing Tier 1 Help Desk support. • ServiceNow Help Desk experience required. • Keep up to date on ServiceNow best practices. • Customer service driven. • Excellent written and verbal communication skills. • Must be detail oriented.