Service Desk Specialist

Overview

Delta Global Services, a wholly owned subsidiary of Delta Air Lines, Inc., has a Service Desk Specialist role in Atlanta, GA through our Staffing Division. This individual will be responsible for providing technical advice and guidance to IT users, employing a high degree of customer service, technical expertise, incident resolution, and timeliness

Delta Global Services – Staffing Division (DGS) has been ranked among Atlanta’s Top 25 Staffing Agencies by the Atlanta Business Chronicle for 14 consecutive years. DGS have over 170 locations in 49 states and we are the only staffing firm offering flight privileges to our employees, creating value for our clients and personnel. To be considered, apply now. DGS is an Equal Opportunity Employer. #DI

Responsibilities

Responsible for providing technical advice and guidance to IT users, employing a high degree of customer service, technical expertise, incident resolution, and timeliness.
Provides 1st and 2nd level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Monitors tickets assigned to the queue and process first-in first-out based on priority and redirect problems to correct resource.
Applies business/technical support concepts to perform Tier 1 and 2 technical support and escalate issues requiring upper 2nd or 3rd level support
Utilizes and maintains the helpdesk tracking software.
Manages follow-ups and hand-offs on behalf of the user.
Provides technical support, including deploying, configuring and maintaining desktop PC’s, laptops, peripherals, mobile devices, and software; troubleshooting & resolving hardware, software, connectivity, and other technical problems including documenting steps taken and status in incident management tracking systems, following up with end users to ensure the issue has been resolved.
Installs, modifies, and repairs computer hardware and software.
Maintains & updates computer hardware and storage to be compliant with company policy.

Qualifications

Airline industry experience preferred
Candidate must have excellent verbal and written skills.
Candidate must also possess excellent problem solving skills.
Must possess the technical expertise to apply relevant technical processes to appropriate business needs.
Candidate must be able to escalate issues, as needed, to Crisis Management or appropriate application support team
Requires good troubleshooting and problem resolution skills to resolve software/hardware, network, e-mail & remote access / desktop support issues.
Tool sets Microsoft Windows OS, Other Handheld and smartphones, iOS, Android Junos, F5, Virtual Desktop Infrastructure, Microsoft Outlook .pst configuration/setup, etc. Microsoft Office Suites (Word, Excel, Outlook PowerPoint, Access) Microsoft Exchange Active Directory Dameware & Remote Desktop Support tools and utilities Knowledge of Online Chat tool & instant messenger