MARS Solution Group (formerly MARS IT) is an award-winning organization that is committed to finding the best professional talent to meet your IT & Engineering needs.

MARS Solutions Group was incorporated by a team of highly-skilled software architects with strong business acumens. The company began and grew successfully during the recessionary years of 2008-2010, a time period when many competitors were either shunning the industry or downsizing. Continue reading...

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IT Service Desk Representative

Location: Milwaukee, WI
Date Posted: 04-17-2018
• Coordinates incoming calls, emails, and other client contacts in a call center environment, documenting IT incidents and requests in an automated incident tracking system.
• Use documented procedures to assist clients with solving issues related to hardware, software, networks, and peripherals.
• Use documented procedures to provide timely resolution or escalation of issues on behalf of client.
• Creates and documents incident cases and any necessary status updates with additional client contacts.
• Leverage a variety of provided support tools including knowledge base articles, remote access, etc. to accurately assess system issues and assess business impact.
• Contact clients to provide follow up on incident resolution or request completion to ensure proper and complete closure. Provide training to clients when necessary.
• Share expertise with fellow team members.
• Maintain working relationships with other IT teams, other departments, as appropriate, as partners in request fulfillment.
• Actively participate in assigned work tasks which may be short or long term in duration and help to provide better tools, process or customer service to our clients.

• Minimum of Associates degree in IT or related field.
• Previous service desk call center environment experience preferred.

• Working knowledge of Microsoft OS (7, 10) and Office Suite, IE and Chrome, basic Active Directory management, basic Microsoft Exchange administration, mobile device management -Blackberry Work/UEM administration, Remote Connectivity (air cards, VPN, VDI), Print management, computer hardware such as desktop, laptop, tablets, toughbooks.
• Preferable but not mandatory experience with Remedy Incident, Knowledge, and Change Management.
• Strong customer service skills
• Demonstrate solid verbal, listening, and written communication skills to document incidents with clear and concise details gathered during interactions.
• Ability to work independently and as part of a team
• Excellent judgement
• Accuracy in performing detailed work
• Maintain patience and reasoning under stress.
• Ability to multi-task.
• Typing and keyboarding skills.
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