IT Service Desk Specialist II

SMART IT People has a contract to hire opportunity for an IT Service Desk Specialist II to join our client in Charlotte, NC. This is an onsite position supporting local end users as well as users across the enterprise with their IT related inquiries and issues. Works closely with users to diagnose and resolve technical issues ensuring high customer satisfaction., * Respond promptly to service requests and incidents, ensuring timely and effective resolution.

• Conduct initial problem diagnosis, providing accurate troubleshooting for incidents and service requests related to supported software, hardware, and technology infrastructure.
• Gather relevant information using organizational tools, customer conversations, and support tools.
• Communicate with customers through various channels (phone, email, chat) to ensure clarity and understanding.
• Escalate complex issues swiftly when necessary, ensuring that unresolved tickets are addressed within established timelines.
• Document detailed, meaningful notes in ticketing system for reference by other support staff and escalation teams.
• Ability to adjust priority levels based on incident criticality and service level agreement compliance.
• Positive customer support experience by understanding customer problems and ensuring timely resolutions or escalations
• Ongoing communication to end user regarding progress updates with a professional demeanor
• Track hardware and software throughout their lifecycle: procurement, deployment, relocation, maintenance and decommissioning.
• Perform regular audits and physical inventory counts of IT assets to ensure data accuracy.
• Support operations systems including Windows, MacOS, iOS, and iPadOS, ensuring users receive comprehensive assistance.
• Adhere to corporate policies and procedures to guarantee compliance across all support activities.
• Act as the primary local contact for the Service Desk within the collocated division, addressing technology-related requests and inquiries.
• Engage actively in Technology Services team meetings, collaborating with peers to enhance service delivery and team effectiveness.
• Contribute to providing technology services and project support across all divisions and locations.

• Technical degree in Information Systems, Computer Science or related field
• Minimum of 1 to 3 years of Level 1 remote and desk side end user support experience (2 to 4 years preferred)
• Support experience with Windows, macOS, iOS, and iPadOS
• Knowledge of M365, Teams, SharePoint, OneDrive
• Excellent communication skills (verbal and written)
• Proficiency in troubleshooting and resolving issues related to software and hardware
• Problem-solving skills - ability to quickly identify issues and develop effective solutions
• Customer-centric mindset
• Collaboration