Service Desk Specialist

Brief Description

As a Service Desk Specialist, you will provide support via telephone and e-mail, as well as desk-side support, for all computer hardware, software, and peripherals. This includes providing support and troubleshooting enterprise software and services used by Moore and its companies.

This full-time, salaried position is a fully onsite role supporting our Hagerstown, MD office.

Moore is a data-driven constituent experience management (CXM) company achieving accelerated growth for clients through integrated supporter experiences across all platforms, channels and devices. We are an innovation-led company that is the largest marketing, data and fundraising company in North America serving the purpose-driven industry with clients across education, association, political and commercial sectors.

Check out www.WeAreMoore.com for more information.

Your Impact:

• Provide timely and effective technical support to clients via phone, email, chat, or remote access.
• Diagnose and resolve complex IT issues, such as hardware malfunctions, software errors, network connectivity problems, and security breaches.
• Builds and issues Windows and Mac laptops for new user setups or replacement systems for existing users using automated tools.
• Supports the complete set up of workstations, primarily integrated Apple and Microsoft systems.
• Provides support on Mac OS and iOS devices, Microsoft Office 365, and various other business applications.
• Logs daily user support calls in service desk ticking system.
• Escalate unresolved issues to the appropriate IT teams or vendors.
• Follows procedures for new user setups and computer builds.
• Follows established processes for employee separations to ensure security of all systems.
• Administers all equipment, hardware, and software upgrades.
• Follow up with clients to ensure their satisfaction and issue resolution.
• Practices asset management and related documentation and technical specifications information.
• Administers and maintains end user accounts, permissions, and access rights.
• Document IT incidents, solutions, and knowledge base articles.
• Collaborate with other IT teams on projects and initiatives, such as system upgrades, migrations, and deployments.
• Stay updated on the latest IT trends, technologies, and best practices.
• Performs other duties as required.
  
  
  

Required Skills/Abilities:

Technical Skills

• A Service Desk Support person should have advanced knowledge of various hardware, software, and network technologies, such as Windows, Linux, Mac OS, Microsoft Office, Active Directory, VPN, TCP/IP, DNS, DHCP, etc.
• They should also be familiar with common IT tools and platforms, such as ticketing systems, remote desktop, cloud services, backup and recovery, antivirus, etc.
• They should be able to diagnose and resolve complex IT issues, such as network connectivity, system performance, security breaches, data loss, etc.
• They should also be able to perform system testing, monitoring, and optimization.
  
  
  

Soft Skills

• A Service Desk Support person should have excellent communication and interpersonal skills, as they need to interact with various stakeholders, such as users, clients, vendors, and managers.
• They should be able to explain technical concepts and solutions in a clear and concise manner, both verbally and in writing.
• They should also be able to listen to and understand the needs and expectations of the users and clients and provide them with satisfactory and timely service.
• They should also be able to work effectively in a team, as well as independently, and manage multiple tasks and priorities.
  
  
  

Physical Requirements

• Some of the standard physical job requirements of an IT support position are:
• Lifting and carrying equipment: IT support positions may need to lift and carry heavy or bulky equipment, such as computers, monitors, printers, servers, routers, or cables. The weight and size of the equipment may vary depending on the type and model, but some may exceed 50 pounds. IT support positions should be able to lift and carry the equipment safely, using proper techniques and tools, such as carts, dollies, or straps.
• Bending and reaching: IT support positions may need to bend and reach to access or install equipment, such as under desks, behind cabinets, or on shelves. IT support positions should be able to bend and reach without straining or injuring themselves and use appropriate aids, such as ladders, stools, or extension cords, when necessary.
• Sitting and standing: IT support positions may need to sit and stand for long periods, depending on the nature and duration of the tasks. IT support positions should be able to sit and stand comfortably, with proper posture and ergonomics, and take breaks to stretch and move around regularly.
• Typing and using a mouse: IT support positions may need to type and use a mouse frequently as part of their daily tasks, such as entering data, sending emails, or navigating software. IT support positions should be able to type and use a mouse accurately and efficiently, with minimal errors and fatigue, and use ergonomic keyboards, mice, and wrist rests when possible.
• Seeing and hearing: IT support positions may need to see and hear clearly as part of their communication and problem-solving skills. IT support positions should be able to see and hear the details of the equipment, software, or network systems, as well as the instructions, questions, or feedback from the users in person, over the phone, or online. IT support positions should use corrective devices, such as glasses, contacts, or hearing aids, if needed, and adjust the brightness, contrast, volume, or other settings of their devices as needed.
  
  
  

Your Profile:

• Two to three years of related experience and training; or equivalent combination of education and experience.
• To perform this job successfully, an individual should have proven experience supporting Mac environments of 10 users, Apple iOS devices in business environments, and MS Windows environments.
• Microsoft Windows 10-11 support and troubleshooting experience required.
• Networking experience required, as well as an understanding of Apple ID and iCloud.
• Azure cloud support experience, MS Exchange/Office 365 experience configuring mail clients, and experience with interoperability with Windows file servers preferred.
• Certifications in ITIL, CompTIA, Microsoft, Apple, Cisco, or other relevant fields are a plus.
  
  
  

How We’ll Support You:

• Join the largest marketing and fundraising company in North America serving the nonprofit industry where we prioritize innovation and professional growth.
• Collaborate with industry subject matter experts with over 5,000 employees across the enterprise.
• To help you stay energized, engaged and inspired, we offer a wide range of benefits including comprehensive healthcare, paid holidays and generous paid time off so you can have the time and space to recharge pursue your other passions and be with the people you care about.
• Moore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.