IT Support Specialist (ServiceDesk Support)

Job Description

About us: Neustar, Costa Rica, was born on June 25, 1999 with the name of Infonational, which was a department of another company called Equifax. The company became independent in 2001, and Neustar purchased the company in 2011. In August of 2017, Neustar, Inc. became part of an acquisition led by Golden Gate Capital (GGC) and GIC. Description: Neustar is looking for a customer service oriented individual who learns quickly, thrive in a fast- paced environment, and stay current with the latest technologies to be part of our Service Desk team. Acting as a single point of contact, while providing the highest level of customer service, the Service Desk works to get answers for all IT and non- IT queries. To resolve many requests, they follow troubleshooting steps or reference Knowledge Base (KB) articles. Otherwise, gathering all the information required and route the request on the users behalf to the right support person or team within Neustar to complete the customer s request. Additionally, the Service Desk team will help monitor the users support request until completion. Responsibilities: Respond to requests/ queries in person, via phone or electronically. Diagnose and resolve end user issues. Research issue and questions using available knowledgebase. Advise end users on appropriate actions. Responding to ticketing system for receiving and tracking requests for service and support. Consult with Help Desk, Telecomm, A/ V support, Corporate Networks and/ or Facilities when requests are out of scope. Escalate issues to appropriate teams. Follow up on Outstanding requests and ensure timely resolution. Active Directory administration to include but not limited to account and group creation/ management. Developing relationships with points of contact in each remote office and serve as technical resource for remote hands. Become familiar with Help Desk policies and procedures. Become familiar with other internal departments, their systems and applications. Track and route problems and requests and document resolutions. Create and update the knowledge base articles for user and internal use. Qualifications and Requirements: Bachelor s Degree Solid technical background that includes, but is not limited to: Active Directory: user & group administration; Windows & Mac OS, computer hardware and software (Microsoft Office, WebEx, others); and networking. Strong written and verbal communication and customer service skills. Strong troubleshooting, analytical and problem solving skills. Self- motivated; work well independently and with a team. Flexible with change, work well under pressure and in a fast- paced environment. Ability to identify, research, and resolve technical problems. Strong time management, organization and coordination skills. Present a professional demeanor and be comfortable working with people from all levels of the organization. Ability to work a flexible schedule, which may include after hours and weekend support. Neustar does not accept unsolicited resumes from external firms or agencies. Neustar will not be responsible for placement fees associated with unsolicited resumes. DIVERSITY Diversity, inclusion and teamwork are second nature to Neustar; and these values permeate our entire business structure. Neustar is committed to creating an environment where a wide spectrum of opinions and beliefs are actively sought, listened to and respected. Further, our talented workforce draws from the many geographic areas and markets in which Neustar operates worldwide, which represents a distinct competitive advantage. The rich and varied personal and professional backgrounds of our employees make Neustar a dynamic and rewarding company at which to build a career. We invite you to join us. EOE of Minorities/ Females/ Vets/ Disability Neustar, Inc. considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, or status as a Vietnam- era or special disabled veteran in accordance with federal law and other state and local requirements. Neustar, Inc., complies with applicable state and local laws prohibiting discrimination in employment and provides reasonable accommodation to qualified individuals with disabilities in accordance with the American with Disabilities Act (ADA) and applicable state and local laws. ,

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