IT Service Desk Coordinator

Milford Mill, MD
Oct 14, 2021
Oct 16, 2021
Full Time
Job Summary The National IT Service Desk Coordinator is responsible for providing telephone, email, remote and sometimes in person, support to end-users on a variety of software and technical related issues. Also expected to identify, research and resolve problems efficiently and timely. This position is largely focused on Cisco WebEx Contact Center and the Hosted Communications Systems, however, not limited to Cisco applications only. Troubleshooting issues requires triaging areas such as the physical and network layers up through the applications. Requirements (Knowledge, Skills, & Abilities): * Ability to troubleshoot using available tools and knowledge to arrive at a reasonable solution to problems * Aptitude to multi-task in a fast paced environment * Knowledge of Windows OS, Microsoft Office and basic computer know-how * Superb customer service skills * Demonstrate the ability to follow direction(s) and a willingness to learn * Excellent telephone skills * Excellent verbal and written communication skills Education & Experience Requirements: The above knowledge, skills and abilities may be demonstrated by an Associate's degree or two (2) years of Service Desk experience. Service Desk experience in a healthcare environment is preferred. Job Requirements: Duties and Responsibilities: * Answer Service Desk phones and respond to emails while exhibiting the ability to communicate effectively using both verbal and written skills * Accurately log support requests in our ticketing system * Provide Level 1 support to all end users * Diagnose and triage all assigned Service Desk cases; escalating where indicated or when necessary * Troubleshoot and resolve hardware related issues (IE desktop scanners, monitors, printers) * Retrieve voice mails and enter information in our ticketing system * Monitor Service Desk queues in our ticketing system to ensure timely resolution * Maintain user settings, configurations and standardization through GPOs and Desktop Authority * Alert Management to emerging trends * Other duties as assigned.

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