Service Desk SME

Jersey City, NJ, US • Posted 3 hours ago • Updated 3 hours ago
Contract W2
Contract Corp To Corp
On-site
Depends on Experience
Fitment

Dice Job Match Score™

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Job Details

Skills

  • ITIL
  • VPN
  • Windows

Summary

Job Description :

  • Provide Level 1 technical support through phone, email, chat, and ticketing systems.
  • Log, categorize, prioritize, track, and resolve incidents and service requests.
  • Troubleshoot hardware, software, operating system, network, VPN, email, and application issues.
  • Perform password resets, account unlocks, and basic access-related activities.
  • Follow incident, request, escalation, and knowledge-management processes.
  • Monitor and meet SLA/KPI targets for response and resolution.
  • Escalate unresolved issues to appropriate Level 2/Level 3 teams.
  • Maintain accurate ticket documentation and resolution notes.
  • Create and update knowledge articles and standard operating procedures.
  • Provide regular communication to users regarding ticket status and resolution.
  • Support onboarding/offboarding activities as required.
Required Skills
  • Service Desk / Help Desk / IT Support experience.
  • ITIL-based incident and request management knowledge.
  • Experience with ServiceNow or other ITSM tools.
  • Windows 10/11, Microsoft 365, Active Directory, VPN, and basic networking knowledge.
  • Strong troubleshooting and customer-service skills.
  • Excellent verbal and written communication.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 90942582
  • Position Id: 9091480
  • Posted 3 hours ago
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