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Service Desk Specialist in Holly Springs, NC with Greene Resources

Date Posted: 11/20/2018

Job Snapshot

Job Description

Job Number: 31875

Service Desk Specialist

Job Description:

Our client, based in Raleigh, NC, is seeking a skilled Service Desk Specialist ll to add to their team! This individual will perform information technology service desk functions to ensure that the organization technology tools are benefiting employees. You will also give advanced technical assistance to computer users, answer questions or resolve computer problems for clients in person, or via telephone or electronically. This is a full time, direct hire opportunity that offers competitive benefits and PTO.


  • Provides tier one and tier two technical assistance and support for incoming queries and issues related to computer systems, software, hardware, VOIP devices, and mobile devices.

  • Responds to customers seeking help either in person, over the phone or by email messages.

  • Addresses incoming support requests and fully document service in tickets system.

  • Assists customers in installing, modifying, and repairing computer hardware and software.

  • Ensures that customer/employees are informed of status, timing and options for support.

  • Refers issues that can't be resolved to the Service Desk Coordinator.

  • Assists with information technology projects.

  • Mentors, supports, and cross-trains other service desk analysts.

  • Creates Active Directory accounts, manages system in accordance with group policy. Use PowerShell to performActive Directory updates.

  • Images computers and prepares for shipping. Assists customers in final setup upon delivery.

  • Creates new and manages existing email accounts in Exchange.

  • Troubleshoots in a high-level systematic way; identifies symptoms and research cause of problems.

  • Support client networks including switches, routers, VPNs, firewalls, etc.

  • Troubleshoots network connectivity issues, demonstrating an understanding of basic Networking principles.

  • Perform all other duties as assigned by the Service Desk Coordinator.

Education Requirements:

  • An Associate's Degree is required.

  • An equivalent combination of education and experience may be substituted for an Associate's Degree. Three years of experience with technical certifications may be substituted for an Associate's degree.

Desired Background/Skills:


    • 3 years of related work experience.

    • Basic functional knowledge of office productivity software, including Microsoft Office and Office 365 and internet browser software, including Google Chrome and Microsoft Internet Explorer.

    • Understanding of Azure Active Directory and Office 365 Admin Consoles.

    • Advanced functional knowledge of computer operating systems, including Microsoft Windows, computer applications, and computer hardware and peripheral devices.

    • Functional knowledge of mobile communications devices and software, including Android.

    • Knowledge of computer client-side network and wireless network functionality.

    • Advanced functional knowledge of computer user security principles and best practices, especially as these relate to computers running the Microsoft Windows operation system.

    • Functional knowledge of telephone desktop hardware configuration and functionality.

    • Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

    • Intermediate verbal and written communications skills, including the ability to translate technical information into language that non-technical customers can understand and the ability to communicate in a tactful and appropriate manner.

    • Ability to read and comprehend technical information regarding computer and network hardware and software systems.

    Other Information:

    • Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.