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Support Desk Specialist - 27072

Company: UNICON International, Inc.
Location: Torrance
Posted on: March 27, 2020

Job Description:

We are currently accepting resumes for a Support Desk Specialist in Torrance, CA. The selected candidate will perform the following duties - Responsible for incident resolution, diagnosis of complex problems, advanced problem resolution, enduser support followup, and interfacing with other support groups and outside vendors - Provide training to staff, mentoring and support for less experienced staff - Keep peersmanager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects - Provide support when needed to Manager - Provide project support for new application releases and implementations - Responsible for the support of data and mobile devices - Participate in a team of 4-6 individuals of varying shifts and specialties, providing troubleshooting, timely follow-up on all open cases, case documentation, problem diagnosis, and proactive documentation to reduce incoming volume - This role will utilize the ServiceNow Customer Service case system to document all phone and online contacts inclusive of statement of issue, troubleshooting steps, and resolution, handle any specialty related escalations, research and ensure timely reporting of any defects to the appropriate resolution team in ServiceNow incidents - Other duties include achieving and maintaining any specialty certification, completion of non-specialty training, completing review of audited case documentation, partnering with peers for the purpose of solutionFAQIT Service Management ServiceNow incidents editor review, and supporting department and division goals and objectives - Troubleshooting of network connectivity for HDS software application updates within dealer environment Required Skills and Experience - 2 years Contact Center Experience (Application Support Windows Env) - AA Degree(+) or equivalent IT related experience w certifications - Proven Work History Reliability (2+ years in a single company) - 3 plus years help desk experience - 5 years computer related work experience - Able to work shifts in 24X7 call environment - Strong ability to use software applications i.e. Remedy, Active Directory, PeopleSoft, billing and monitoring systems - Strong knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCPIP protocol - Strong knowledge in a variety of PC software programs, remote tools - Strong knowledge in the areas of SQL, WANLAN, Telecommunications (T1s, Modems, Hubs, Routers, Frame relay) and AS400 - Strong knowledge of Security Administration procedures - Strong knowledge of interfaces - Strong knowledge of MIS environment - Strong knowledge of data and mobile device support - Contact Center Experience - Ticketing System Experience 15 - Contributed to a Knowledge Base (Solutions andor FAQs) 15 - Experience with Remote Connection Software 15 - Experience in Providing Business Application Support 15 - Experience Providing Support in a Web-based Environment 15 - Ability to type 40 words per minute 10 - Experience in identifying Software Data Issues and - Reporting 10 - Auto or MC Industry Experience 5 - Diagnosing Issues wComputers, Networking and Windows OS 20 - Familiarity with current web browsers 30 - Basic Networking Skills (Mapping Drives, Wireless, Networking Printers) 20 - Experience Documenting Case Notes 30 - Consistently Follows Up on Cases 30 - Consistency in Successful Resolution Within the Stated SLA 40 - Reliable 20 - Interpersonal Skills 20 - Customer Orientation 20 Preferred Skills and Experience - Bilingual EnglishSpanish skills UNICON International, Inc. is an Equal Opportunity Employer. If you are interested in working for an organization where honesty, integrity and quality are among the core principles then click apply today!

Keywords: UNICON International, Inc., Torrance , Support Desk Specialist - 27072, IT / Software / Systems , Torrance, California

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