SERVICE DESK SUPPORT SPECIALIST

Position Summary

The Service Desk is the single point of contact between the service provider and the users. The service desk support specialist manages incidents and service requests and handles communication with the users. The applicant is expected to have extensive experience managing service desk tickets, possessing advanced diagnostic and troubleshooting skills related to end user support issues that include desktop/laptop computers, mobile devices, network connectivity, peripheral equipment, installation of hardware, operating systems and software applications for all supported systems.

Essential Duties And Responsibilities

• Takes incoming emails, calls, instant messages to create tickets in a ticketing system, takes ownership of the tickets or assign tickets to the appropriate support staff.
• Manages and monitors unresolved tickets in the system, makes certain that the requests get timely responses, closure/resolution.
• Provides hardware and software support to the end users on desktops/laptops, mobile phones/tablets, printers/copiers and other IT equipment on a timely basis.
• Identifies, researches, and resolves technical problems. Maintains, analyzes, troubleshoots, and repairs, if feasible, computers (Wintel & Macs) and mobile devices.
• Manages lifecycles of client equipment, upgrades or replaces hardware and software systems.
• Maintains hardware and software inventory and licensing.
• Supports and maintains user account information including access privileges, security and systems groups.
• Coordinates all adds, moves, deletes and changes. Assists the team and provides proactive solutions for client device operations.
• Interacts and cooperates with other technical staff and vendors.
• Documents all desktop configurations and application installs. Maintains and updates system images.
• Supports retail store operations
• Performs other functions as necessary.
  
  

Additional Responsibilities

• Demonstrates a high degree of professionalism in communication, attitude and teamwork with customers, peers, management and vendors.
• Demonstrates a high level of quality work, attendance and appearance.
• Manifests “can-do” attitude, great judgement, and prioritization skills in fast paced environments
• Adheres to all Company Policies & Procedures and Safety Regulations
• Adheres to local, state and federal laws.
• Additional responsibilities assigned by supervisor related to your position/department.
• Less than 5% travel may be required as necessary.
• Ability to work varied hours, evenings, days and weekends to support the business needs.
• Think strategically and systematically.
• “Automate” as much as possible.
  
  

Required Education/Experience

• Minimum two (2) years experience in PC hardware, software and peripherals support required
• Advanced understanding of PC hardware, peripherals, software and operating systems,
• Some knowledge of Macintosh environments and networking services a plus
• Associate’s degree or 3 years work toward a BS/BA at an accredited college or university
  
  

Desireable Qualifications/Experience

• Computer repair and/or support certification (A , MSCE, etc.)
• Windows 10/11, Active Directory, MFA, Single Sign On
• Apple Hardware (Laptops, iPads and iPhones), MacOS
• Working knowledge of TCP/IP, DNS, firewall, switching, wireless
• Kace or other system management and ticketing system
• Powershell, python, or other scripting tools
  
  

Other Competencies/Requirements

• Communication skills, teamwork focused, client and service-oriented mindset
• Honesty and integrity
  
  

PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to allow differently abled individuals to perform the essential functions of the job.

• Ability to lift, move and carry up to 40 pounds
• Ability to read, count and write to accurately complete all documentation and reports
• Must be able to see, hear and speak in order to communicate with employees and other customers
• Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
• Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms