IT Service Desk Representative


Advanced Technology Services, Inc.
Customer Service, Information Technology
Not Specified
Not Specified
Employment Type

Job Description

Advanced Technology Services (ATS) is a nationwide leader in providing IT Services and Solutions to large Fortune 100 corporations that include Help Desk, Desk Side Support, PC Life Cycle Support, PC and Wintel/Unix Server Hardware Maintenance.
ATS has improved the performance for the world's most sophisticated companies, and we owe our success to our employees.  Your time and your knowledge are important - make the most of both.  At ATS, we’ve continually empowered our employees to develop their skills and advance in their careers.  It’s our philosophy, along with our uncompromising commitment to customer satisfaction that has made ATS a success and a great place to work.
ATS has an immediate opening for a IT Service Desk Representative

Responsibilities will include:
  • Providing quality customer support from an information technology (IT) Help Desk and/or Call Center
  • Responsible for incident creation in the ticketing system, notification, triage, escalation and incident and problem summaries.
  • Responding to incoming calls received via telephone, intranet, e-mail, and fax from external and internal customers including field technicians
  • Moving parts used, ordering parts, posting parts, monitoring call activity, and closing calls in designated call tracking systems
  • You will also have frequent contact with internal and external IT customers, all help desk peers, and managers
  • Supporting other help desk associates

Job Requirements

Qualifications will include:

  • High School Diploma or GED; Associates degree preferred
  • A+ Certification preferred
  • Previous experience providing customer services (not necessarily support) over the telephone
  • Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles
  • An Understanding of PC software, operating systems and applications, networks, and possibly hardware (peripherals) troubleshooting skills preferred  
  • Basic level knowledge of the functional specifications of software, networks, and hardware
  • Knowledge of Office 365, VPN, network print and drive mapping.
  • Experience with Remedy and Bigfix are a plus

ATS offers a competitive salary and benefits program which includes: 

  • Medical/dental plans
  • Prescription drug program
  • Vision plan
  • 401(k) with company match
  • Tuition reimbursement
  • Flexible spending account
ATS is committed to providing equal employment opportunity in all aspects of employment to all applicants and employees, regardless of age, color, race, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, disability, veteran status, genetic information or other legally protected status.