IT Service Desk Specialist I in Des Moines, IA at APEX Systems

Date Posted: 6/14/2018

Job Snapshot

Job Description

Job #:  854364



IT Service Desk Specialist



Des Moines, IA

Overview:

Our Ideal Candidate: You look forward to providing top notch customer service over the phone.  Customer service isn’t just something you do, it is something that fulfills you at the end of the day. You are naturally inquisitive to effectively troubleshoot a customer’s needs.

 

About the Career: In this role, under direct supervision,  you will provide first-level phone support for internal and external users including password resets, application troubleshooting, remote support and software and network related issues supporting the service desk M-F with occasional on-call after hours support.  This role will handles 20 to 40 customer calls per day and email support of 5-10 emails per day. You will be responsible for providing service desk incident from triage to resolution, and if necessary escalation. You will follow documented processes and procedures, and write clear and concise documentation of incidents, problems and changes as appropriate.

 

Schedule: 8 hr shift between 7am-6pm M-Th and Friday 8am-5:30pm.  On-call on a rotating basis (approx. 1 out of 5 weeks, subject to change based on business need)

Some Overtime, if someone is out ill to cover a shift or other projects as requested

 

Requirements:

  • High School Diploma or GED
  • Up to 1 year experience in a customer service/technical help desk environment
  • Assists External and Internal customers
  • Experience in customer focused role(s) with demonstrated ability to proactively develop professional customer relationships by listening, understanding, anticipating and providing solutions to customer needs.
  • Effective troubleshooting/problem solving skills; breaking down problems to find the root-cause.  With the ability to generate solutions.
  • Strong written and verbal communication skills in order to effectively communicate technical subject matter to both technical and non-technical audiences, all while maintain a high level of customer service.  At times may work directly with customers (face to face).
  • Ability to be a self-driven, reflective team member who can handle the variety of tasks assigned through innovative thinking, organization and effective prioritization. 
  • Previous experience using electronic systems and tools, e.g. Internet, e-mail, MS. Office applications, etc.
  • Associate’s Degree or direct and applicable work experience
  • 1+ years’ experience in a customer service/technical help desk environment
  • Strong customer service skills and or experience
  • Professional Certifications (i.e. Microsoft Certified IT Professional (MCITP), A+, Foundation Certification - Information Technology Infrastructure Library (ITIL)