Service Desk Specialist

Published date Posted on Indeed on May 09, 2022 (53 d ago)
Infosys Public Services is the leader in consulting, technology, and next-generation services. We partner with US and Canadian public sector organizations to help them stay ahead of the innovation curve. Our technology solutions, combined with proven best-practices and execution excellence enable our clients to renew themselves and build new capabilities to improve mission outcomes.

We are pushing the limit of what is currently possible – towards completely new areas. And then executing these ideas to perfection.

Currently, we are seeking a Service Desk Specialist.

Position Description:
We are seeking a Service Desk Specialist. The Service Desk Technician is the initial point of contact and liaison between the affiliate staff and IT department. Under general supervision of the IT Service Desk Manager will provide first-level mobile devices, thin clients, computer hardware, peripherals, software, network, collaboration, communication, and productivity tools support. This position requires a friendly and helpful attitude and a tolerance for non-technical persons working in a technical environment. Excellent punctuality, customer service and communication skills as well as basic technical knowledge are essential.

Required Qualifications:
  • The candidate must be located within commuting distance of Sacramento, CA or be willing to relocate to the area. This position may require minimal travel in the US.
  • U.S. citizens are encouraged to apply. We are unable to sponsor at this time.
  • Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
  • At least 2 years of experience with Information Technology.
  • Acts as front-line interface to users, accepting requests for technical assistance for mobile devices, thin clients, computer hardware, peripherals, software, network, collaboration, communication, and productivity tools support.
  • Create and maintain user knowledge base articles and FAQs.
  • Diagnose and troubleshoot problems with iOS, Windows and ThinOS operating systems.
  • Enforce the latest affiliate information system/desktop/security standards and initiatives.
  • Escalate complex issues to more senior IT staff and follow through until resolved.
  • Manage and maintain Active Directory users.
  • Manage and maintain mobile devices, thin clients and computer hardware using MDM, WMS, SCCM and other tools.
  • Manage individual projects as assigned including planning, timelines, status updates, milestones and completion of objectives.
  • Provide project support and participate in technical projects and initiatives as appropriate.
  • Record the details of every support interaction in ticketing system.
  • Troubleshoot issues related to peripheral pass through from computers and thin clients to health center applications.
  • Conduct research online or with 3rd party tech support to troubleshoot and identify solutions to technical problems.
  • Experience win iOS, Windows and ThinOS operating systems..
  • Work with IT staff to develop and implement support policies and procedures.
  • Assist in the maintenance of the request/incident ticketing system.
  • Experience directly supporting end users, customer support, computer operations, system administration or another related area.
Preferred Qualifications:
  • Ability to work well under deadlines and in a fast paced environment.
  • Excellent interpersonal skills, in addition to effective customer interaction skills.
  • Excellent troubleshooting skills.
  • Experience creating technical documentation.
  • Experience with ITSM tool (Service Now)
  • Knowledge of Active Directory user accounts and basic Microsoft applications.
  • Self-motivated, self-starter, proactive.
The job may entail an extensive amount of travel. The job also entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

IPS strictly complies with U.S. employment verification and anti-discrimination laws. An applicant hired by IPS must be able to establish authorization to work in the U.S. IPS does not sponsor individuals for U.S. work visas, though exceptions may be evaluated on a case by case basis, at the sole discretion of the company.

Infosys Public Services is an Equal Opportunity Employer/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity

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