Help Desk Specialist

• Support internal employees with AD/O365 account issues, Microsoft apps (Outlook, Teams), and general application support., Under the direction of the IT Support Supervisor/Manager, the IT Support Specialist will work on the Service Desk and will be the first point of contact for advisors and internal customers. The IT Support Specialist is responsible for first- and second-level advisor and internal support and for setting up, testing, upgrading, troubleshooting and deploying a variety of applications. He or she prepares daily problem reports; enters tickets and updates Service Desk tracking management software; and assists internal and external customers through effective support, communication, software utilization and technology., * Providing technical support to advisors for various applications and functions
• Interacting with all appropriate departments within IT in order to restore service and/or identify problems
• Documenting and maintaining IT Service Desk-related processes and procedures
• Maintaining appropriate service level agreement (SLA) on tickets in Service Now, our service request systems
• Accurately classifying and documenting requests and incidents
• Fielding incoming requests from end users via both telephone and email in a courteous manner
• Monitor and address tickets coming through self-service portal
• Establishing and maintaining excellent rapport with external customers
• Identifying and learning appropriate software and hardware used by the organization
• Providing end-to-end user support by following up with the end user to confirm request closure, Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

• Basic Active Directory (via AD Manager).
• O365 admin (create/modify accounts, troubleshooting).
• ServiceNow - nice to have.
• Salesforce - nice to have, training provided.
• ~3 years' experience preferred (flexible)., * College diploma or university degree in the field of computer science and five years of equivalent working knowledge
• Minimum one to three years experience in PC software and hardware support in a corporate environment
• Familiar with ITIL framework
• Beginning to intermediate knowledge of the administration, installation and troubleshooting of Microsoft Windows 7, Windows 8 and Windows 10
• Beginning to intermediate knowledge for installation and troubleshooting of the following software suites: Adobe, Microsoft Office, and other productivity suites
• Familiar with the administration and support of clearing house platforms
• Familiar with Active Directory administration, including the creation of domain and exchange accounts
• Excellent troubleshooting skills over the telephone
• Good interpersonal skills and attention to customer service
• Ability to work effectively in a fast-paced environment
• Ability to communicate effectively
• Able to provide first class customer service to both internal and external customers
• Able to effectively prioritize incidents and service requests
• Able to work flexible hours based on business demands - off business hours, After Hour and weekends as necessary

At Akkodis, we use our insight, knowledge, and global resources to make exceptional connections every day. With 60 branch offices located strategically throughout North America, we are positioned perfectly to deliver the industry's top talent to each of our clients. Clients choose Akkodis as their workforce partner to solve staffing challenges that range from locating hard-to-find niche talent to completing quick-fill demands., To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.modis.com/en-us/candidate-privacy/ The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: * The California Fair Chance Act * Los Angeles City Fair Chance Ordinance * Los Angeles County Fair Chance Ordinance for Employers