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Posted: Friday, July 7, 2017 2:13 AM

POSITION SUMMARY: The IT Services Desk Specialist is part of the company's Information Technology Team that answers, monitors and prioritize Service Desk calls, and resolves most non-maintenance problems with an accurate knowledge of system procedures and tools ESSENTIAL REQUIREMENTS & KEY RESPONSIBILITIES: Answer Service Desk phones in a timely and efficient manner. Answer phones quickly and respond to the caller in a professional manner Enter, update, and close calls in our incident tracking system. Open a new call record describing the problem for each new call received. Update and close open calls when the problem is resolved Place hardware service calls when appropriate. Accurately determine when hardware service is required and place calls to service vendors describing the failure and the steps taken to determine the failure. Follow up with our restaurants and service vendors to ensure prompt service delivery Practice clear, correct verbal and written communication skills with our users and service organizations Resolve most non-maintenance problems with an accurate knowledge of system procedures and tools Demonstrate teamwork with Senior Specialists, the Support staff, and upper management. Communicate and follow through on any job or task assigned by second level support staff in a timely and accurate manner. Keep management informed of important issues and follow proper escalation procedures Maintain a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to help our callers. Practice excellent customer service skills Establish a thorough knowledge of the systems and procedures REQUIRED SKILLS & EDUCATION Requirements: Microsoft Certification Security+ Certification Required Secret Clearance Required Experience using standard word processing and spreadsheet software Excellent communication skills - written, oral and telephone Strong analytical skills & detailed oriented Strong organizational and follow-through skills Ability to handle multiple tasks in a fast paced environment while using sound judgment to make accurate, efficient decisions Must be flexible to work nights/weekends in a 24 hour/7 days a week operation and participate in a weekly on-call rotation


• Location: Miami

• Post ID: 58699603 miami is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017