Sr. Service Desk Specialist

IT Operations & Systems
206492 Requisition #
491 Total Views

The Position
We are looking for a highly energetic, customer service centric high performer to provide best in class technical support to internal and external customers for business applications and connectivity related issues reported by telephone, email or in-person in an IT support team environment under general direction of the IT Service Desk Manager.

If you enjoy helping people and solving problems, this job is for you!   We need someone who wants to make a difference in our customer support organization and can raise the bar of customer service within the team.

Respond to service desk tickets, instant messages, phone calls, and email in a timely manner and attitude that conveys a strong sense of professionalism and subject matter expertise.   A polite, customer driven disposition is key!
Troubleshoot application and connectivity problems regarding hardware and business applications using the standard offering of web browsers
Provide application support for PCs, laptops, and mobile devices 
Communicate with technical and non-technical end users and external customers to resolve issues or to quickly teach the basics of an application program
Coordinate end-user access to systems, create user accounts, or disable user accounts
Perform basic network and Internet connectivity trouble shooting tests to verify connectivity to systems
Thoroughly document troubleshooting steps and technical details about each reported incident to HEAT ITSM ticketing system
Follow internal support policies for escalating support to the next level as required
Provide communication, documentation and instruction to peers regarding best practices for supporting applications, network and Internet connectivity issues
Create documentation and training aids as needed to improve customer knowledge
Achieve performance goals related to Call Handling, Ticket Handling, Quality and Customer Satisfaction
What do you need to succeed in this position?
Excellent written and verbal communication.   You will be interacting with all levels of the organization from C-suite to entry level and external customers.
Strong troubleshooting skills.
Outstanding customer service focus.  Go above and beyond to make your customer happy.
Ability to listen and analyze problems along with good technical ability to resolve and document processes and results.
Self-motivated individual with assertiveness and high personal ethics.
Develop professional relationships with peers and end-users to enhance team environment.
Must have positive attitude and be people/profit/results oriented.
Strive to be proactive at identifying and resolving potential support issues before impact to customers.

4+ years of technical experience in desktop / laptop support activities.
4+ years of experience in providing customer support in an IT/technical capacity remotely via phone.
Troubleshooting and resolution documentation is key to success.  This is a required attribute.   If this is not a strong skill for you, it will be difficult to succeed.
Working proficiency of Windows 7/10, network connectivity and various browsers.
Computer-related hardware and peripherals.
MS Office 2013 and 2016 pro plus (Office 365) required.
Experience with Call Tracking software required.

Degree in Business or Computer Science, bachelor’s degree preferred, but a seasoned customer service pro with great work experience is also highly acceptable.

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At Overhead Door Corporation, we recognize people as the core of our strength. We offer our employees a collaborative culture and the opportunity to make the most of your talents. Join our team to earn bragging rights by belonging to an industry leading, world class organization. If you are interested in becoming part of a Powerful team of People, view our career opportunities!

Overhead Door Corporation is proud to be an Equal Employment, Affirmative Action employer of talented people who make things happen –a powerful and diverse team that includes women, minorities, individuals with disabilities and covered veterans.

Overhead Door is proud to be a drug free environment.

The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law – Notice of Applicant Rights Under the Law

In compliance with the ADA Amendments Act (ADAAA), Overhead Door Corporation offers accommodations for individuals with disabilities that want to apply for a position. Request disability accommodations:

Phone: 469-549-7100 E-mail: