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Technical Support Specialist, Service Desk

Company: Aquent Talent
Location: Arlington
Posted on: November 22, 2022

Job Description:

OverviewOur Television Network client is seeking a Technical Suppport Specialist to join their team!The Technical Support Specialist is a key role within Service Desk that interacts with end-users to provide technical support in response to application or system issues. This role works directly with end-users by providing the first level of contact through multiple communication channels, including face-to-face. The Technical Support Specialist triages, diagnoses, and resolves issues related to software tools by managing trouble tickets, and if necessary, escalating the problem to the appropriate level of expertise. The Technical Support Specialist is responsible for providing content for job aids, standard operating procedures, and knowledge base articles.What You'll Do:Problem Solving: Ensures that the issue or problem is accurately captured in the ticket management system and issue tracking software and is well understood internally Uses various techniques to understand and decompose issues/problem to identify symptoms and root causes Diagnoses user problems by relying on predefined knowledge base articles and standard operating procedures Triages and escalates issues when appropriate and facilitates closure of issuesEnd User Communications Responds to support requests in a timely and empathetic manner, with appropriate urgency Communicates and coordinates problems and activities between Product teams and users Asks pertinent questions to obtain all relevant information for capturing and resolving user issues Seeks out confirmation that messages, information, and communications have been received and understood Provides follow-ups and updates to all parties when information or situations change Communicates effectively and seamlessly across all communication channel Coaches other support staff on effective communicationsTraining, Knowledge, Information & Content Creates and maintains training materials and conducts training/demos to end users to improve their competency in technology tools Develops, produces, and distributes communication materials in multiple formats that support all learning and communication styles such as visual and auditory means Contributes ideas and content to job aids, standard operating procedures, and knowledge base articles.What You'll Need: A Bachelors Degree in Information Systems, or equivalent experience, is required At least 1-3 years of experience as a Technical Service Desk Analyst Experience training and assisting users with varying skill levels to use web-based tools At least 1 year of SQL experience ITIL Certification strongly desired Change Management knowledge desired Agile knowledge desired Excellent written and verbal communications skills Strong problem solving and analytical skills Strong organization skills Strong customer service skills Effective time management skills, with the ability to manage competing priorities A commitment to "making it easy" for the end users Ability to apply ones own techniques and initiative to develop or enhance processes and procedures Serves as a subject matter expert in products that are supported by staying current in essential skills Ability to share new knowledge and practices with team members*This role will be partially on-site at the client's office in Arlington,VA. Eligible candidates must be located in the area and able to commute on-site 2 days a week.Apply for more details!

Keywords: Aquent Talent, Arlington , Technical Support Specialist, Service Desk, Other , Arlington, Virginia

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