ID-ITS Help Desk Service Specialist 3

Full-time professional work experience in Information Technology phone support support, user management and onboarding, providing basic service desk support, including:

• Manage user and computer accounts in Active Directory (AD), Office 365, and Exchange.
• Perform user onboarding and separation tasks in Active Directory, Office 365, and Exchange.
• Program and configure VoIP phone users in Cisco Call Managers.
• Update onboarding and separation documentation as needed.
• Manage software licensing.
• Receive telephone calls and emails from users with computer hardware and software problems or how-to inquiries.
• Determine the nature of the problem; root cause; provide basic troubleshooting.
• Document support responses in the ITS Service Desk Ivanti ticketing system.
• Escalate problems in accordance with defined ITS procedures.
• Assist users with problem solving steps.
• Communicate accurate and useful status updates.

Skill

Required / Desired

Amount

of Experience

Professional experience in a technical Help Desk role, providing user support via phone, email, etc.

Required

2

Years

Help Desk experience with onboarding/offboarding tasks using Active Directory (AD) for account management and group memberships.

Required

2

Years

Help Desk troubleshooting experience with Microsoft Office products, Office 365, specifically Outlook, Word, and Excel.

Required

2

Years

Help Desk experience using and supporting Windows Desktop operating system, Windows 10.

Required

2

Years

Experience installing software requiring administrative privileges.

Required

2

Years

Experience providing user support for web browsers, primarily Internet Explorer, Edge, and Chrome.

Required

2

Years

Experience interpreting user technical issues and determining appropriate categories/ relevant info for creating entries within a ticketing system

Required

2

Years

Experience working within a team environment

Required

Excellent communication and customer service skills (essential for consideration)

Required

Computer data entry experience

Required