Desktop Support

Service Desk CoordinatorResponsibilitiesRespond to inbound calls daily to provide technical support/troubleshootingProvide support via web queues, outbound interactions, and emailsLeverage resources to resolve technical issues timelyUse PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activitiesEscalate requests outside of your scope when necessaryAttend weekly staff/mentor meetingsRemain cognizant of adherence to help promote business unit successAdhere to ETS practices, policies, and proceduresPerform other related duties as assigned or appropriateRequirementsKnowledge and understanding of the information technology fieldBasic skill troubleshooting and resolving technical problemsExposure to enterprise systems and IT terminologyExposure to solving routine or standard administrative, operational, or system problems and issuesEffective verbal and written communication skillsAbility to leverage finesse/soft skills when interacting with end usersBasic organizational, planning, and time management skillsAbility to handle multiple tasks simultaneously with a high degree of accuracyAbility to work independently and in a team environmentDesired - 3+ years of Tier 1 support and capabilities or similarDesired - Call Center or front-line customer support experienceDesired - Knowledge of client operations, policies, and proceduresDesired - Knowledge of ITIL (Information Technology Infrastructure Library)Desired - Previous customer service in a fast-paced environmentDesired - Familiar with ticketing software (ServiceNow) would be a plus