Service Desk Specialist 1

Strong written and oral communication skills.
Interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to absorb and retain information quickly.
Experience supporting VOIP telecom devices.
Basic knowledge of switches and network devices.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Analytical and problem-solving abilities.
Ability to prioritize and execute tasks in a high-pressure environment.
HS Diploma or equivalent required
Ability to be onsite in Boston office
Relative work experience

Provides excellent customer service to all customers
Fields incoming help requests from end users via a variety of intakes (phone, walkup, email, etc)
Documents all pertinent end user identification information, including name, department, contact information, and nature of request or incident.
Records, tracks, and documents the Incidents and requests in the ticketing tool. Ensure all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket.
Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Identifies and escalates critical incidents
Participates in an afterhours on-call rotation