IT Service Desk Support

The successful candidate will act as the first point of contact to all First Data employees and consultants needing IT support. The selected candidate will diagnose and resolve Desktop/Laptop/Printer hardware and software issues. Incumbents will utilize multiple software applications to fulfill support requests, and utilize the data from incoming calls, chats and e-mails to identify opportunities for self-service/automation in order to drive down call volume into the Helpdesk to resolve customer issues more efficiently.

• Experience with Microsoft Office/Exchange, Active Directory, Active Roles, VMWare helpful
• Experience in problem solving, and software installs remotely using LANDesk helpful.
• Experience with troubleshooting PC/Laptop/Printer, hardware and software issues.
• Experience with troubleshooting SSL VPN, Cisco VPN, and RSA VPN token connection issues.
• Proven ability to completely and accurately log and maintain ALL issues/requests using CA Service Desk (a ticket tracking software).
• Experience and proven ability to proactively seek opportunities for self-service/automation, thus driving down call volume into the helpdesk.

Work Schedule: Night Shift