Service Desk Specialist 1

Job Summary

The Service Desk Specialist will be responsible for providing Level 1 and/or Level 2 technical support and customer service for internal employees and will serve as the primary point of contact for all IT related requests and technical problems. In addition, the Service Desk Specialist will receive and categorize all incoming Help Desk emails and phone calls; ensuring requests and problems are clearly identified and documented within the help desk ticket tracking database. The successful Service Desk Specialist must be a flexible problem solver for both technical and procedural inquiries and take responsibility for escalating unresolved requests/problems to the appropriate technical support teams. The Service Desk Specialist position includes 2 levels based on experience (Level I designated for representatives with 1-2 yrs. of help desk experience and the Level II is for those with 2-4+ yrs. of experience).

Key Responsibilities

1.    Ability to effectively communicate technical and non-technical information to various audiences.
2.    Effectively utilizes the IT Department Change Management process when adding new equipment or making changes that could impact the production network environment.
3.    Maintains effective lines of communication with all IT Department staff to research problems, repeated incidents, and documentation of solutions.
4.    Maintains ongoing education in the technology industry, participating in both company sponsored training and/or external vendor lead courses.
5.    Manages all incoming emails, tickets, and phone calls to the help desk by correctly identifying, documenting, and categorizing issues within the ticket database.
6.    May test software and/or hardware to provide feedback on ease of use, bugs and conflicts, suitability to task, or provide specific configuration suggestions. Assist with the development of end user training materials.
7.    Provide basic-to-intermediate PC software and/or hardware systems support via telephone, e-mail, and remote-control sessions.
8.    Provides a positive customer experience with exceptional listening skills. Represents the IT department as a trusted and reliable resource by supplying accurate information in a confident and professional manner.
9.    Provides application and computer troubleshooting to local and remote users. Contributes to the formal documentation of technical problems and corresponding resolutions.
10.    Provides end user technical assistance for company supported software applications, hardware, and hand held devices. Ensures maximum issue resolution in minimal amount of time and escalates unresolved requests and problems to higher level support groups.

Minimum Job Requirements

1.    Ability to answer, troubleshoot and document support calls and tickets.
2.    Ability to work independently with minimum direction and to succeed in a rapidly changing environment.
3.    Capable of diagnosing and resolving basic technical issues.
4.    Competent in use of Windows 10 operating system and desktop software applications including Office 365, Microsoft Teams and web browsers.
5.    High School Diploma and a minimum of 1-2 years IT support experience (Level I) or 2-4 years (Level 11) or a combination of training and experience.
6.    Knowledge of how to effectively use Active Directory.
7.    Knowledgeable in PC laptops, components, peripherals, and iOS mobile devices.
8.    Superior communications, planning and organizational skills.

Note: Job Description is subject to change at any time and may include other duties as assigned.

Physical Requirements

1.    May stoop, kneel, or bend, on an occasional basis
2.    Must be able to comply with all safety standards and procedures
3.    Required to use hands to grasp, lift, handle, carry or feel objects on a frequent basis
4.    Will interact with people and technology frequently during a shift/work day
5.    Will lift, push or pull objects up to 50lbs on an occasional basis.
6.    Will sit, stand or walk short distances for up to the entire duration of a shift/work day.
7.    Will use telephone, computer system, email, and other electronic devices on a frequent basis to communicate with internal and external customers or vendors

Safety Level

Non-Safety Sensitive

Note: Jobs with the Safety-Sensitive designation are those that include tasks or duties that the employer reasonably believes could affect the safety and health of the employee performing the task or others such as operating a vehicle, operating equipment, operating machinery or power tools, repairing/maintaining the operation of any vehicle/equipment, the handling/disposal/transport of hazardous materials, or the handling/treatment/disposal of potentially flammable/combustible materials.