Purpose: Monitor dispatch queues and resolve tickets that have known resolutions. Troubleshoot and remediate issue arising from user base.
Responsibilities:
Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
Constantly monitor individual queue to resolve routine desktop issues and requests.
Escalate issues to supervisor as appropriate.
Obtain and maintain a high level of customer satisfaction.
Comply with the desktop group practices and procedures.
Update ServiceNow and other data repositories as appropriate in a timely manner.
Achieve target ticket volumes and ticket resolution levels.
Responsible for executing computer replacements based on equipment end of life.
Qualifications:
Bachelor’s degree in Information Technology, Computer Science, Electronics, or a related field.
Proficiency with various versions of Windows (e.g., Windows 10, 11).
Experience in assembling, disassembling, and diagnosing issues with PC components (e.g., CPUs, RAM, hard drives, GPUs).
Knowledge of hardware peripherals like printers, scanners, and monitors.
Setting up and troubleshooting peripherals, including drivers and connectivity issues.
Proficiency in installing and configuring common desktop applications (e.g., Microsoft Office, Adobe, Google Chrome).
Experience with antivirus software and system utilities.
Ability to diagnose and resolve software conflicts and performance issues.
Excellent verbal and written communication skills in both English and Spanish languages.
Patience and empathy when assisting users to resolve their issues.
Applicant Notices & Disclaimers
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 17.87/hr.
