Help Desk Support Services Specialist
TLDR
Create and document tickets while providing initial support, analysis, and communication for incident resolution in a structured Service Desk environment.
The Help Desk Support Services Specialist will create and document tickets, troubleshooting, and escalation. This includes initial support and analysis for correct classification, ticket ownership, monitoring, tracking and communication, resolution and recovery of incidents not assigned to second tier support, closure of incidents, monitoring the status and progress towards resolution of assigned incidents, and communication to relevant parties on incident progress.
Responsibilities:
Fielding user communication
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Completing other non-ticket creation duties as assigned by Service Desk Management
Abiding by standard Service Desk policy and process, including shift scheduling and performance metrics
- Active Secret Clearance
- Service/help desk or customer service support
- Strong written and verbal communication
- Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software (prior use of ServiceNow preferred)
- New Service Desk analysts are required to earn ITIL v3 Foundations Certification within 90 days of hire date
- Bachelor's degree as a minimum
- *will receive initial 4-6 weeks of training Monday through Friday, 0800-1630. After training is complete, incumbent will be expected to move to 3rd shift (2230-0900). These are 10 hour shifts that cover three weekdays and every other weekend. Full schedule is available upon request
All your information will be kept confidential according to EEO guidelines.
Encode, Inc. is a startup job board dedicated to enhancing the professional landscape for both employers and candidates. By prioritizing ongoing education and the integration of automation tools, we empower companies to elevate their teams while providing job seekers with the skills and support they need to thrive. Our unique approach fosters a culture where personal satisfaction is valued alongside professional growth, making us a distinctive player in the job market.