Titan Professional Resources is looking for a Service Desk Support professional to join an excellent team here in the OKC area. This position offers excellent pay & benefit options. If this is something that interests you, apply with us today!
Key Responsibilities:
- Respond to user requests via phone, email, and in-person for assistance with hardware, software, networking, and mobile devices.
- Perform initial assessment, triage, and resolution of routine technical issues.
- Escalate complex incidents to appropriate support teams.
- Guide users through diagnostic procedures and document resolutions.
- Maintain and update knowledge bases and self-help resources.
- Monitor and manage service tickets, ensuring timely closure and communication.
- Track recurring issues and notify management of patterns.
- Support account management tasks including Active Directory and RSA token provisioning.
- Ensure adherence to service level agreements (SLAs).
Qualifications:
- High school diploma or equivalent; vocational or technical training preferred.
- Approximately 3 years of relevant experience.
- Proficiency in Windows 11 and general computer troubleshooting.
- Familiarity with help desk ticketing systems; ServiceNow experience preferred.
- Strong communication and customer service skills.