IT Service Desk Specialist

The IT Service Desk Specialist is the primary contact for all external offices in regards to technical support issues. The goal is to support, educate and train decentralized office employees on applications and technology to diminish recurring future support requests and make each employee feel well supported and comfortable with technology.

The position provides technical assistance and support for requests and incidents focusing heavily upon computer systems, software, hardware (including mobile devices). This position requires the ability to provide a response in person or over the phone while sitting at a desk for longer period of time.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

·       Work with Network Systems Administrators to solve complex problems and relay to field employees

·       Familiarity and/or ability to learn and effectively support Core Systems (Encompass 360, MS products)

·       Provides support through astute troubleshooting methodology

·       Address a full range of customer needs, including trouble-shooting, technical assistance, system usage support, password resets, etc.

·       Document each customer interaction in the ticketing system in a clear, concise, and understandable format

·       Train customers to facilitate the future state of self-service utilizing technology

·       Research and resolve customer calls that require follow-up

·       Complies with documented processes and works towards meeting expected service levels

·       Serve as liaison with IT staff and appropriately documents problem resolution or referrals

·       Maintain accountability for incident prioritization and resolution

·       Monitor assigned incidents to ensure adequate and timely resolution in accordance with service levels

·       Respond to initial phone calls in a fast paced, help desk environment

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·       1+ year of experience in help desk or related IT field

·       1+ year of experience in field requiring customers service skills

40 hours a week, must be flexible to potentially work evenings/weekends as part of the 40 hour work week.