Tier 2 Desktop Support Specialist
1 week ago
Job Summary
We are seeking a highly skilled Desktop Support Specialist to join our team at Dice. As a key member of our IT department, you will be responsible for providing exceptional technical support to our end-users, addressing hardware, software, and network-related issues.
Key Responsibilities
- Technical Support
Provide timely and effective technical support to end-users, resolving hardware, software, and network-related issues through remote and on-site support.
Troubleshooting and Problem-SolvingUtilize your analytical skills to troubleshoot and diagnose complex technical issues, ensuring timely resolution and user satisfaction.
Service ManagementEfficiently operate and navigate the Cisco Finesse platform to manage incoming support requests, maintain accurate records, and ensure seamless service delivery.
Collaboration and CommunicationCollaborate with other IT team members and external vendors to resolve issues and implement solutions, ensuring effective communication and coordination.
Technical DocumentationAssist in the development and maintenance of technical documentation, including knowledge base articles and standard operating procedures, to ensure accurate and up-to-date information.
Security and ComplianceAdhere to IT security policies and procedures to ensure the protection of our information assets and maintain the highest level of security and compliance.
Requirements
- Education
Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.
ExperienceMinimum of 3 years of experience in desktop support or a similar IT support role.
Technical SkillsStrong knowledge of ServiceNow and Cisco Finesse platforms, proficient in Windows and Mac operating systems, Microsoft Office Suite, and various desktop applications.
Soft SkillsExcellent problem-solving, analytical, and communication skills, with a strong customer service orientation and ability to interact effectively with individuals at all levels of the organization.
CertificationsCompTIA A+, Network+, or Security+ certifications are a plus.
Location
This role is based in Washington, DC, and requires on-site work at the DOC office.
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