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Technical Support - Help Desk Support

Company: SMCI
Location: Miami
Posted on: July 21, 2018

Job Description:

Job Description:

Looking for a Service Desk Analyst (Level 1) to provide day to day Level 1 Service Desk support. Utilize technical experience and customer service skill to assist end users resolve incidents and fulfill requests remotely, and escalate as needed. Focus on customer service through achievement of service response and resultion times as prescribed in Service Level Agreements. Use Knowledge base and Service Management tools to ensure effective response and resolution of incidents and fulfiment of service requests. Pursue ongoing technical and business knowledge growth through collaboration with Level 2 and 3 Support Analysts, as well as other MIS team members as opportunities arise.


  • Learn and implement approved MIS policies, processes and procedures
  • Monitor the Service Management queues following the Service Desk checklist
  • Provide initial response support to the client sites in the UK
  • Log all incidents and service requests in the Service Management system
  • Create well-documented and actionable tickets. Ensure all relevant information is entered in the Service Management system
  • Resolve incidents and fulfil requests upon initial response where possible
  • Triage all support requests coming to MIS UK via the service desk phone, e-mail, and self service portal
  • Escalate incidents and requests following the escalation and notifications procedure
  • Collaborate with team members that may be located in another regional office
  • Use Knowledge base to investigate, diagnose and resolve incidents remotely
  • Request and/or create knowledge articles in the knowledge base
  • Meet Service Level Agreements and Continuous Improvement objectives
  • Share knowledge openly and collaboratively
  • Other tasks assigned by supervisor

  • Bachelor's degree (or equivalent work experience) in Computer Science, Engineering, or other technical field, or Business Administration with relevant IT work experience
  • 1-2 years relevant experience
  • Microsoft technical certification in desktop administration or similar
  • Experience in delivery of Level 1 Service Desk support
  • Strong customer service skills
  • Knowledge of ITIL v3
  • Experience in providng support of printers, desktop applications/administration, PC build/Software build, PC Network, internet connectivity, and Windows Operating Systems
  • Demonstrated systematic problem solving skills
  • Strong oral and written communication skills
  • Demonstrated achievement of performance objectives agreed by supervisor

    Don't hesitate! Submit your resume today.

    SMCI is an EEO employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, national origin, disability, age, genetic information, marital status, military, and veteran status. Members of minority groups, Vietnam Era Veterans and individuals with mental or physical disabilities are encouraged to contact us regarding employment opportunities. In addition, in order to support the provision of business to minority-owned and Women-owned businesses (MWBE), such MWBE are encouraged to contact us regarding subcontracting business opportunities with our firm.

    (No third parties, please) - provided by Dice Help Desk Support

    Keywords: SMCI, Miami, Technical Support - Help Desk Support, IT / Software / Systems, Miami, Florida

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