GENERAL SUMMARY:
The Client Services Specialist role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user service requests and escalating incidents when considered appropriate and necessary to maintain SLA commitments. Problem resolution may involve the use of diagnostic and service request tracking tools, as well as require that the individual perform remote connection help desk functions at the desktop level.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Field incoming requests to the Service Desk via both telephone to ensure courteous, timely and effective resolution of end user issues.
2. Build relationships and produce problem details from service desk customers.
3. Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced system administrator and/or subject matter expert.
4. Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
5. Identify and learn appropriate software and hardware used and supported by the organization.
6. Perform remote connection fixes at the desktop level, including installing and upgrading approved software, and plugins.
7. Perform post-resolution follow ups to help requests.
8. Develop help sheets and FAQ lists for end users.
9. Reinforce SLAs to manage end-user expectations.
10. Preform daily, weekly and monthly backup of enterprise server(s)
11. Create user accounts and monitors network performance via monitoring tools.
12. Preform file restores from enterprise server(s) as requested.
13. Provides services 24 hours, 7 days a week, and must be available to work rotating shifts as assigned to meet operations needs
14. Perform other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

1. Bachelors degree in Computer Science, Information Systems, or a related field.
2. Two (2) years experience in a help desk/service desk or operations support capacity or related field.
3. Must have two of the following Microsoft certification(s) and maintain proficiency with the following: Enterprise Desktop Technician (MCITP), Microsoft Certified Office Specialist (MOS), Microsoft Certified System Administrator (MCSA), Microsoft Certified System Engineer 2012 or later (MCSE), or must obtain the certifications within 5-months of employment. MCSE 2008 or higher preferred.
4. Working knowledge of basic computer hardware to include: motherboard, video, NIC, RAM, CPU, desktop and server operating systems, including Windows 7, Windows 8.1, Server 2008 R2 and Server 2012 along with Active Directory and group creation.
5. Working knowledge of a range of diagnostic utilities, including MRTG, IPREF, SAR, SYSSTAT, Performance Monitor, MS Event Viewer, Tree Size, MS System Center, Remote Command, and ICINGA.
6. Must be able to provide service 24 hours, 7 days a week, and work rotating shifts as assigned to meet operations needs.
7. Must be able to understand and apply the fundamental principles of ITIL foundation.
8. Must be able to understand and apply enterprise server backup and restoration procedures and applications.
9. Must have exceptional written and oral communication skills.
10. Must have exceptional Customer Service skills, with a focus on rapport-building, listening and questioning skills.
11. Must have strong documentation skills.
12. Must maintain DART required standard certifications.
13. Ability to absorb and retain information quickly.
14. Ability to be highly self-motivated and directed.
15. Ability to effectively prioritize and execute tasks in a high-pressure environment.

WORKING CONDITIONS:
Ability to be mobile, 30% of work time; lift objects weighing up to 75 pounds.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V