Description

The Service Desk Specialist is a member of the Client Services Team within the Information Technology Services Division (ITS) of the Massachusetts Gaming Commission (MGC). The Service Desk Specialist is primarily responsible for providing end users within the Commission with Tier 1 and Tier II telephone, email, and in-person technical support and exceptional customer service to resolve issues and restore service.

Duties and responsibilities include, but are not limited to, the following:

·Respond to, research, and resolve questions received via telephone, email, and voicemail in a timely and professional manner.

·Record all inquiries or tickets in ITS Service Desk software according to established standards.

·Provide accurate and creative solutions to more complex customer problems to ensure customer productivity and satisfaction.

·Provide Tier I and Tier II support to end users for PC hardware, MS Windows, Softwar...