Job Description
Job Description
We are looking for a Computer User Support Specialist. This person will be responsible for providing technical guidance and support to our business and customers.
The ideal candidate will have a strong technical background, solid analytical skills, and proven problem-solving experience. He/she will use their interpersonal skills to communicate with customers and provide a solution to their technical problems quickly and professionally.
Responsibilities:
Works independently, with some guidance, and applies industry knowledge to develop or contribute to solutions to varied problems of moderate scope and complexity.
Communicates directly with a community of 100,000+ users, stakeholders, and clients to define and measure reported problems from creation through resolution.
Executes routine requests as well as solves complex and abstract problems within standard operating procedures (SOPs) and Service Level Agreements (SLAs).
Duties include providing technical support and assistance, basic troubleshooting, diagnosing problems, recommending/implementing solutions, responding to user issues or concerns, escalating requests as needed, and operating as the primary point of contact between the user and platform teams. Applies ITSM principles, theories, and concepts to job assignments. Exhibits technical and operational proficiency solving problems of moderate complexity. Contributes to completion of projects and programs in area of expertise. Additional duties may include working on special projects or working groups.
Requirements:
5+ years experience working in a Service Desk environment
Experience in utilizing problem solving methodologies
Ability to work independently and complete assigned tasks with minimal supervision
Ability to communicate with clients via chat, email, and Jira Service Desk, including both technical and non-technical communication
Bachelor's degree
Additional Qualifications:
Experience with Jira, including Jira Service Management or Desk
Experience with Active Directory, MS Office, SharePoint, and Confluence
Ability to solve complex and abstract problems
Thanks & Regards
Floyd Showkat
showkat_floyd@intellitech.co
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