Duties & Responsibilities:
ESI is seeking a Junior Helpdesk Specialist that will participate in enhancing the service desk knowledge base for the customer. Participation can include but is not limited to the following tasks:
- Monitor industry standard service desk, including phone calls, email, and service desk Maximo queue. Troubleshoot with end-user, triage service tickets, and route to appropriate
- Document and communicate information to develop templates based on user calls to the Service Desk Manager. Assist Service Desk Manager with documentation knowledge base, to include closing of tickets.
- Assist in enhancing documentation for Tier 2 and Tier 3 routing.
- Develop and maintain or assist in the development and maintenance of Tier 1 documentation including knowledge base.
- Attend staff meetings, as well as other meetings, as required.
- Ensure policies and procedures are followed
Qualifications:
- High school diploma, GED, or equivalent
- 3-5 years of helpdesk experience
- Prior information technology or systems administration experience preferred
- Familiarity with telephone, office, and point-of-sale software a plus
- Strong Customer Service Skills.