Service Desk Support I in Charlotte, NC at Signature Consultants

Date Posted: 2/10/2021

Job Snapshot

Job Description

Service Desk Support I
Position Summary:
Signature Consultants is seeking an entry level Service Desk Support Technician to provide quality customer support on applications, PCs, hardware, peripherals, and Microsoft products. Resolving service requests in the most efficient manner by following companies' service level agreements (SLAs) will be key. This Service Desk technician will record reported issues from internal employees and will provide initial troubleshooting and triage for incoming support requests. This position will report to the Service Desk Manager/Lead.

Duties and Responsibilities:

  • Manages incoming service requests from users each day. (Phone, e-mail, walk-up, Skype IM)
  • Records and resolves basic incoming requests for support from users.
  • Escalates issues to Support II, as well as the different departments within IT and the back office.
  • Documents and maintains a detailed history of the case notes from start to finish.
  • Provides a high degree of customer satisfaction, technical expertise, accuracy, and timeliness.
  • Performs basic end user account administration.
  • Provides basic hands-on computer hardware systems support.
  • Creates knowledge base articles for future reference on "how to" solve problems step by step.
  • Keeps equipment and applications current across the enterprise (Potential Travel - up to 25%)
  • Perform other duties that they are tasked with by their manager and/or lead.

Qualifications:

The successful candidate has recently obtained an Associate/Bachelor degree in an IT related field and has experience in PC support and/or a customer service role. Specialized knowledge and skills include:

  • Excellent knowledge related to Service Desk standards and procedures.
  • Excellent organizational, decision making, customer service, and communication skills (verbal & written).
  • Self-Driven individuals with a high efficiency in multi-tasking and high attention to detail.
  • Preferable certifications: A+, Network+.
  • Customer Service Experience Preferred if no previous Technical Experience

Equipment and Applications:

  • Windows PC hardware/software knowledge.
  • MS Windows 7/10 operating systems.
  • Experience in providing MS Office, configuration and support.
  • Experience in providing desktop, application and hardware support/trouble shooting.
  • Experience in basic network support.

Other Key Systems:

  • Active Directory, Apple/Mac iOS, Bullhorn, Outlook, Mimecast, MS Office, ServiceNow, Telephone setup/configuration (Mitel), Mobile Device Setup (Apple iOS & Android).

Additional Information:

  • This position will start remote but will transition to either our Charlotte or Fort Lauderdale office. Relocation is not available so the candidate must live in proximity to one of the offices listed above
  • Qualified candidates should submit their resume and salary history in electronic format to:

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the "Best Staffing Firms to Work For" and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 28 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com. Signature Consultants is the parent company to Hunter Hollis and Madison Gunn.

EEO Employer

Signature Consultants is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Signature will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 888.838.1020.