JOB DESCRIPTION

Mastech Digital is an IT Staffing and Digital Transformation Services company.

Service Desk Specialist

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Location: Dallas, TX
Job Code: 193183
Posted: Sep 16, 2019
Description:

Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for leading American Corporations. We are currently seeking a Service Desk Specialist for our client in the Airline domain. We value our professionals, providing comprehensive benefits, exciting challenges, and the opportunity for growth. This is a Contract position and the client is looking for someone to start immediately.
Duration: 19 Months Contract
Location: Dallas, TX
Role: Service Desk Specialist
Primary Skills: Call/ HelpDesk

Role Description: The Service Desk Specialist would need to have at least 4+ years of experience. Under general supervision, at a 24/7 Service Desk environment, as a Service Desk Specialist, you will provide a single point of contact for all Customers with Technical issues/request/questions.
You will troubleshoot and resolve moderately complex software/ hardware problems. During critical system outages, you will provide Management and the Situation Team with business impact information necessary to make decisions.
You will represent the Customer during critical system outages and ensure the Customer’s technical issue is fully resolved.
Work Activities/Context:
- Works all inbound support channels and provides a single point of contact for any technical issue, request or question that comes from the Customer.
- May require some assistance to complete the work requested from the Customer.
- Analyze the impact and urgency of the Customer’s issue or request and facilitate implementation of the appropriate solutions.
- Accurately document the work performed for the Customer in the service management tool.
- Develop and document solutions to moderately complex technical issues.
- Consequences of error carry moderate risk to the organization.
- Analyze incident trends focusing on Shift Left opportunities for the Customers. Communicate to the Team shift left findings.
Basic Qualifications:
- High School Diploma, GED or equivalent education required.
- High school diploma or GED required.
- BS or BA in Computer Science, or Information Systems preferred.
- Minimum 3+ years of recent and relevant Service Desk experience required.
- Experience with IOS and Android support required.
- Practical experience working within the ITIL methodology.
Licensing/Certification:
- ITIL Foundations Certification required
Skills/Abilities/Knowledge/Work Style:
- Proficient knowledge of support procedures, processes, and service management tools and able to work all support channels while providing effective Customer service.
- Must possess strong organizational, communication, and prioritization skills.
- Proficient knowledge and able to support PC hardware, Windows 7, Windows 8, Windows 10, Active Directory, Outlook / Exchange SMS, and MS Office Suite, Android, IOS, iPads, smart phones.
- Proficient knowledge to support LAN, WAN, wireless networks.
- Proficient knowledge to support VDIs and Citrix.
- Basic knowledge of business applications and their impact on business functions.
- Accurate problem diagnosis and ability to resolve moderately complex IT problems rapidly and effectively.
- Must be able to comply with Company attendance standards as described in established guidelines.
Other Qualifications:
- Ability to work nights, holidays, and/or weekends to meet the needs of the operation in a call center type environment.
- Must exhibit proper support channel etiquette.
- Job is performed in a fixed position/work station for extended periods of time.
- Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
Education: Bachelor’s degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent. 
Experience: Minimum 4+ years
Relocation: This position will not cover relocation expenses
Travel: No
Local Preferred: Yes
Recruiter Name: Punya Saluja
Recruiter Phone: 877-884-8834 (Ext: 2019)
Equal Employment Opportunity

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