Service Desk Technician

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Job Summary/Company:

Sparks Group has partnered with a leader in professional services and information technology to open a new shared services location in Oklahoma City. Join a company that has been recognized as a top place to work across multiple US cities. We are recruiting for service desk technician opportunities. If you are entry level or tenured with several years experience please apply online or call today! 301-326-2525

Responsibilities:
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, mobile device, and other computer-related technologies.
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
  • Active Directory account management and RSA token provisioning
  • Ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned.
  • Responsible for opening, tracking and closing trouble tickets.
  • Defines and classifies level, priority and nature of problem, request and/or issue.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate team.
  • Troubleshoots problems with operating systems, applications, remote access, email, and telephone and wireless issues.

Qualifications/Background Profile:
  • Typically has 3 years of experience. May require vocational or technical education in addition to related work experience.
  • Proficiency with Windows 10 operating system
  • Experience and knowledge of installation, configuration, and troubleshooting of computers
  • Knowledge of help desk call tracking management systems; Cherwell desired
  • Strong verbal and written communication skills
  • Excellent customer service skills

Qualified candidates should send their resume AND call Sparks Group for additional details. Please note, resume must include a valid email address in order to be considered. We look forward to discussing your background, your current job search, and your potential career path with Sparks Group!

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