What are the responsibilities and job description for the Service Desk Specialist position at Opportunities?
ABOUT THE POSITION: As an IT Service Desk Specialist at J.W. Speaker, you'll play an important role in keeping our people connected, productive, and supported. From troubleshooting everyday technology challenges to supporting systems across our offices and manufacturing operations, you'll work with a wide variety of colleagues, devices, and applications.
You'll serve as a key point of contact for IT support, managing service desk tickets, resolving technical issues, and escalating more complex problems when needed. Working primarily within a Microsoft-based environment, you'll support hardware, software, user accounts, and enterprise applications while helping identify opportunities to improve processes and the overall user experience.
OUR IDEAL CANDIDATE: You’re a resourceful, customer-focused problem-solver who enjoys helping others and isn't afraid to dig into unfamiliar technology. You bring an Associate's degree or certificate in an IT-related field, along with at least one year of hands-on IT support experience. You're comfortable working with Microsoft operating systems and Microsoft 365 applications, with knowledge of Active Directory, user account administration, and general networking concepts. Experience with tools such as Jira Service Management, Microsoft Intune, SharePoint, and device imaging is a plus!
Beyond your technical abilities, you're approachable, organized, and able to communicate effectively with colleagues of all technical backgrounds. You know how to prioritize requests, troubleshoot independently, recognize when to escalate an issue, and follow through to resolution. You're equally comfortable assisting someone in an office or walking the manufacturing floor to solve a problem. Most importantly, you're curious, adaptable, and always looking for ways to work smarter and improve the support experience.
HOW YOU WILL MAKE A DIFFERENCE:
You will EXPLORE by:
- Troubleshooting and resolving end-user hardware, software, and enterprise application issues.
- Monitoring network health, investigating technical issues, and helping identify solutions to maintain reliable performance.
- Identifying opportunities to improve IT support processes and departmental performance.
You will PERFORM by:
- Responding to, prioritizing, and managing service desk tickets in a timely, cost-effective manner, escalating issues appropriately when needed.
- Provisioning and maintaining user accounts across Active Directory, Microsoft 365, ERP, and other business systems, including access changes and password resets.
- Configuring, imaging, installing, and upgrading laptops, desktops, software, and other IT equipment.
- Accurately tracking, maintaining, and ordering hardware, software, and IT supplies.
- Supporting and maintaining phone systems, networked printers, and other end-user technology across the organization.
- Maintaining network security in accordance with J.W. Speaker's Security Policy.
You will INNOVATE by:
- Identifying recurring technical issues and opportunities to improve service desk efficiency, response times, and overall user experience.
- Contributing to departmental KPIs by improving ticket management, issue resolution, and IT support processes.
We offer competitive wages and the following great benefits:
- Health, Dental, and Vision insurance
- Short term & Long-term disability insurance
- 401k with employer match
- Paid time off, including Vacation, Sick & Personal Time, and 11 paid Holidays
- Generous Profit-Sharing Plan
- Tuition reimbursement & Scholarships
- Development and Growth opportunities
- Casual work environment for all associates
- And many more!