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Help Desk Specialist in Knoxville, TN at SNI Technology

Date Posted: 8/14/2019

Job Snapshot

Job Description

SNI Technology's client is seeking to hire a Tier II Help Desk Support Specialist for an exciting full-time, direct-hire opportunity located in Knoxville, TN.

Help Desk Support Specialist

Position Description

The Help Desk Support Specialist is a full-time position to manage inbound helpdesk tickets, email, and phone calls. They will be responsible for tier 1/2 and routine support issues at SNI Technology's client's Knoxville, Tennessee office, as well as remote support for other offices on an as needed basis.

Primary Roles & Responsibilities

  • Effectively communicate with users and provide tier 1/2 support to resolve technology issues and properly leverage company's technology platforms.
  • Understand the user's stated and unstated needs to proactively provide a personalized, comprehensive customer service experience.
  • Serve as gatekeepers for requests to internal engineering staff while escalating issues as appropriate.

Requirements & Skills

  • Experience in a help desk / technical support role
  • Ability to learn quickly through on the job training and self-study
  • Strong communication skills (in person, written, and phone)
  • Microsoft Office experience required
  • Background working in an established help desk platform (Solarwinds, Vivantio, ManageEngine, Spiceworks, etc.)
  • High-level understanding of networking required
  • Experience with premises and cloud phone platforms a plus

Desired Behaviors & Personal Attributes

  • Passionate and self-motivated
  • Able to work efficiently under pressure and able to manage competing priorities
  • Good critical thinking skills
  • High sense of urgency plus a passion for customer service
  • Effective at working in a team environment and independently, as needed