Help Desk Specialist

Voted Best Place to work in AZ

Job Description

Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily.

We are fostering the development of safe cities, working with police departments and municipalities to install over 5,000 red-light, speed, and school bus stop arm safety cameras across North America.

We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.

5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities.

The Associate Service Desk Analyst is responsible for first response in answering, commenting, and replying to service and incident requests that are made to the Service Desk via phone calls and emails.

This position will involve multi-tasking, and various Service Desk duties with a strong focus on efficiently handling Incidents and Service Requests.

This individual will work under the guidance of senior Service Desk Analysts and the Service Desk Manager to learn our business model and suite of services we provide.

Key Responsibilities :

• Gain an understanding of the business. Keep abreast of new technology systems, methods, and platforms.
• Provide technical assistance and support for incoming queries and issues related to computer systems, printers, software, and hardware through emails, phone calls, and / or ticketing system.
• Utilize and leverage resources and personnel to accomplish goals and tasks in a timely fashion.
• Answer all calls from end users and manage the shared mailbox.
• After-hours and weekend on-call support is required. Duration is for 1 week interval, rotating with other Service Desk employees.
• Other duties as assigned.

Required Knowledge, Skills & Abilities :

• 2+ years of Service Desk related experience.
• 2 years of experience supporting hardware, software, laptops, and desktops
• 2 years of proven customer service experience.
• Familiar with configuration, set-up, testing and troubleshooting of a variety of hardware including desktops, laptops, printers, sound and video-cards, peripherals, and handheld devices.
• Familiar with installing, testing, and troubleshooting an array of software applications including multi-platform operating systems and third-party applications.
• Familiar with basic troubleshooting support of LAN, WAN, Wireless, Cellular, Broadband.
• Ability to handle multiple tasks concurrently and to completion.
• Maintain a high level of professionalism and be accountable for actions.
• Familiar with spyware removal and virus removal.
• Ability to identify and organize tickets along with emails according to priority and forward tickets to the proper tier of technicians in the correct resolving group.

Preferred Knowledge, Skills & Abilities :

• Knowledge of ticket management.
• Experience with Active Directory.
• Experience with Office 365.
• A+ Certification.
• Incident Management Experience.
• Familiar with ITIL methodology and corporate environment.
• Experience supporting mobile devices.
• Experience with Apple products.
19 days ago