Service Desk Professional at Kforce Inc in Lehi, Utah

Job Description:

RESPONSIBILITIES:

Kforce has a client in search of a Service Desk Professional in Utah Valley, UT.

Summary:
The primary Service Desk role is to provide first-level support through taking calls and handling incidents and requests using the JIRA Service Desk IT Service Management system. This position is responsible for providing effective phone and email support to end users who are experiencing software or hardware related issues. The position also monitors, triages, and escalates outages efficiently to support all internal end users.

What you will be working on:

• Service Desk Professional will provide timely, first call resolution to technical support issues while following company standards


• Monitor and report on services using reporting tools


• Promptly respond to outages, triaging appropriately


• Identify, repair, and resolve any pc hardware or software failures within the organization


• Record support incidents and requests in our JIRA service management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system


• Escalate -high-priority- tickets to proper groups following procedure for notifications


• Maintain a high degree of customer service for all support requests


• As a Service Desk Professional, you will perform special projects regularly as assigned or personally developed


• Maintain updated knowledge on computer hardware and software


• Report to work as scheduled and give appropriate notice when missing work for coverage purposes


• Works well with others on the team

REQUIREMENTS:

• High School diploma or GED/equivalent


• 1+ years of experience in computer/customer support role


• Excellent telephone soft skills, as well as written/verbal communication skills


• Strong knowledge of Microsoft-based operating systems, Mac OS operating systems and suites


• Knowledge of Active Directory & Microsoft Exchange


• Good analytical and troubleshooting skills are required


• Ability to think logically and be able to make correct decisions relative to fixing operational problems


• Able to read and understand manuals pertaining to operations of computer hardware and software


• In addition, the following skills are a plus: Mobile Device support; Office365 admin; 2-factor authentication; Minor Telecom work

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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