Job Description - IT Service Desk/Help Desk Support Specialist in Rochester
Return to jobs

IT Service Desk/Help Desk Support Specialist

Ref: US_EN_6_916327_1464040

Posted 6 days ago

Help Desk/IT Service Desk Support Specialist

As a member of the Service Desk, you will provide 1st and 2nd level Help Desk phone support for the customers.  In addition, Service Desk Analysts will:

  • Provide support to over 20,000 customers in a Help Desk capacity
  • Responding to tickets in ServiceNOW portal.
  • Assist with application and hardware questions, providing support for over 600 applications.
  • Responsible for clearly documenting issues called into the Help Desk, steps taken and resolution if possible.
  • Attempt first call resolution with every call answered
  • Flexible to work varied shifts to provide support to the team, based upon business needs.
  • Maintain exceptional customer service skills while providing support to our customers. 
  • Technical Skills:

  • Associate’s degree in related technical discipline, or equivalent combination of education and experience.
  • PC and Windows expertise, particularly Microsoft Office suite of products.
  • Basic understanding of LAN/WAN technologies.
  • Exceptional customer service skills, including outstanding oral and written communications and troubleshooting skills.
  • Advanced problem-solving abilities.
  • Previous Help Desk or call center experience preferred.
  • Mac OS knowledge a plus but not required.
  • Mon-Fri regular day shift. Need to be on-site to train (1st month approximately) and then remote work will be allowed but in a hybrid type model. Regularly re-evaluating

    **AAS degree + 1-2 years + hands on experience is the minimal requirement. In lieu of degree, must have at least 3-4 years hands on experience to be considered, but degree is the preferred.

    **Must possess a textable phone.

    **Must be sharp, present themselves very well with excellent communication skills, and have excellent troubleshooting skills and customer service skills and be a team player with a can-do attitude.

    If you are interested in this position, please contact Mike Keegan with Modis at 585-465-1236 and/or send Mike your resume at: michael.keegan@modis.com

    SORRY, BUT NO THIRD-PARTY CANDIDATES FOR THIS JOB

    Equal Opportunity Employer/Veterans/Disabled

    To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.modis.com/en-us/candidate-privacy

    The Company will consider qualified applicants with arrest and conviction records

    Apply

    Find your local office.

    Modis has over 100 offices in the United States, Canada and Europe. With both industry and location-specific expertise, our people know their area and their labor market and can find the right position for you.

    Locations