MatchPoint Solutions is a fastgrowing young energetic global ITEngineering services company with clients across the US. We provide technology solutions to various clients like Uber Robinhood Netflix Airbnb Google Sephora and more! More recently we have expanded to working internationally in Canada China Ireland UK Brazil and India. Through our culture of innovation we inspire build and deliver business results from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry specific best practices and expertise.
We are excited to be continuously expanding our team. If you are interested in this position please send over your updated resume. We look forward to hearing from you!
Title: IT Service Desk Support Specialist
Location: Detroit MI (23 days onsite)
Duration: 23 Months
Rate: $25/hr $35/hr on W2
Summary
The IT Service Desk Support Specialist provides service to employees who request assistance from the service desk and helps develop solutions to systems challenges and maintenance requirements
Performs basic technical support functions and conducts computerbased interventions as directed by more senior IT Operations staff
- Understands employee and organizational needs assists with the development of system requirements and helps support the ServiceNow & enterprise file transfer platforms
- Performs all duties in adherence to IT and IT Security policies
Responsibilities
Incident Management
- Serve as the initial pointofcontact for triage of inbound incidents ensuring proper classification of impact urgency priority
- Initial followup with users to gather relevant information that should be included in the case
- Update tickets with relevant supporting information to meet requirements
Level 1 Service Desk Support
- Respond to IT support requests and provide efficient resolution of hardware and software related issues
- Install configure and troubleshoot computer hardware software and peripherals
- Diagnose and troubleshoot technical problems escalating to appropriate teams when necessary
- Assist in the setup and maintenance of audiovisual equipment for meetings and presentations
Change Management
- Evaluate and prioritize change requests for resolving incidents ensuring they align with organizational goals and minimize disruption to operations
- Coordinate with various teams to assess the impact of changes
- Document change details to ensure compliance and accountability
- Communicate changerelated information to relevant stakeholders
Documentation and Reporting
- Maintain accurate records in ServiceNow
- Generate reports and dashboards to visualize areas for improvement in IT support services
- Adhere to IT support policies and procedures
- Contribute to the development of IT policies standards and guidelines as requested
Requirements
- Strong technical knowledge of computer hardware software operating systems and networking fundamentals
- Strong communication and interpersonal skills with the ability to effectively communicate technical concepts to nontechnical users
- Excellent problemsolving and analytical skills with the ability to prioritize and manage multiple tasks
- Utilize excellent written and verbal communication skills to present complex technical information in a clear and concise manner to a variety of audiences
- Ability to respond effectively to the most sensitive inquiries or complaints
- Knowledge of electronic privacy methods for handling sensitive information
- Solid understanding of change management principles methodologies and tools
- Familiarity with ITIL framework and best practices
- Ability to work independently and collaboratively within a teamoriented environment
Personal Effectiveness Competencies
- All employees of the Trust are expected to demonstrate relevant personal effectiveness competencies as specified in the Trusts competency definitions.
Education Professional Certifications and Licensure
- Bachelors degree in computer science Information Technology or a related field or equivalent work experience
- Relevant certifications (e.g. ServiceNow Platform Fundamentals ITIL Foundation) are a plus
Working Conditions and Physical Effort
- The physical requirements of this position are typical of office work
- Travel as required between Trust sites
- Onsite presence required 23 days per week
How to get there?
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