Service Desk Technician S2 - Sparks Group

Job Summary/Company: As a Service Desk Technician, you will provide front-line support for IT incidents and requests, ensuring a high-quality end-to-end customer experience. This role involves initial assessment, triage, and troubleshooting while coordinating with additional support resources to resolve complex issues.

Responsibilities:

• Collect and assess incident information, providing troubleshooting for hardware, software, and networking issues, including remote access and email.
• Document resolutions, maintain knowledge bases, and communicate promptly on progress to ensure customer satisfaction.
• Escalate complex issues to specialized support teams, track incident resolution progress, and adhere to established Service Level Agreements (SLAs).

Qualifications/Background Profile:

• At least 3 years of IT support experience; vocational or technical education preferred.
• Proficiency in Windows 11 and experience in computer installation, configuration, and troubleshooting.
• Familiarity with help desk management systems, with experience in ServiceNow highly desirable.
• Position require US Citizenship and is onsite 5 days per week. 

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This job is In-Person.

We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees.

Download the Sparks Group mobile app from Apple App Store or Google Play.

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Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.