Tier 2 Desktop Support Specialist

1 week ago


Dubai, Dubai, United Arab Emirates Dice Full time

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

  1. 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-Solving

Utilize your analytical skills to troubleshoot and diagnose complex technical issues, ensuring timely resolution and user satisfaction.

Service Management

Efficiently operate and navigate the Cisco Finesse platform to manage incoming support requests, maintain accurate records, and ensure seamless service delivery.

Collaboration and Communication

Collaborate with other IT team members and external vendors to resolve issues and implement solutions, ensuring effective communication and coordination.

Technical Documentation

Assist 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 Compliance

Adhere to IT security policies and procedures to ensure the protection of our information assets and maintain the highest level of security and compliance.

Requirements

  1. Education

Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience

Minimum of 3 years of experience in desktop support or a similar IT support role.

Technical Skills

Strong knowledge of ServiceNow and Cisco Finesse platforms, proficient in Windows and Mac operating systems, Microsoft Office Suite, and various desktop applications.

Soft Skills

Excellent 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.

Certifications

CompTIA 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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