Technical Specialist/Service Desk

Tulsa, OK 74103

Posted: 10/02/2019 Employment Type: Contract Job Category: IT Job Number: 5488

Job Description

Technical Specialist/Service Desk


Currently looking for a Technical Specialist (IT Phone Support technician) to fill an immediate opening. This position will work 1 of 2 eight hour shifts in a range between 7 a.m. and 5 p.m. with a one-hour lunch and two 15 minute breaks. The Training period will be Monday – Friday from 8: 00 a.m. – 5: 00 p.m. This position will primarily focus on answering incoming support calls, emails, live chats and walk-ins. There may be other occasional requirements beyond those stated below. Flexibility, critical thinking ability and desire to see your team succeed will be essential traits in the selected candidate.

The position will be responsible for (but not limited to) the following:
  • Answering incoming phone calls for technical support
    • Microsoft Office suite
    • Network configuration
    • Web Browser add-ins and issues
    • Printing issues
    • Assisting in the onboarding processing and answering new hire questions (from manager & new hire)
    • Whitelisting / Proxy issues
  • Answering emails, voicemails and chat for support
  • Using remote tools to connect to a client machine and troubleshoot (Bomgar, RDP, Lync, etc.)
  • Being On Call for 1 week intervals on a rotating schedule shared with other technical specialists
  • Thorough documentation of all work done within the ticketing system
  • Provide exceptional customer service
  • ServiceNow experience a plus
  • Familiarity with SharePoint & HTML a plus
  • Knowledge of KCS fundamentals a plus

All of these tasks require:
  • 3 or more years’ experience on a Service Desk or Desktop Services
  • Excellent troubleshooting Ability
  • Excellent critical thinking ability
  • Thorough Windows 7 Knowledge, Windows 10 is a requirement
  • Office 2013, Office 2016 and Office 365 experience
  • Ability to function well in a close team environment
  • Technical Writing ability for knowledge base article creation
  • Familiarity with Active Directory – change password, unlock accounts, group membership
  • A driving desire to provide outstanding customer service
  • Above average critical thinking skills
  • ServiceNow experience is highly desired
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