Service Desk Specialist I

Position Summary

Responsible for Providing Technical assistance and support related to computer systems, hardware, and software. Also responsible for logging all issues in Service Desk software / ticketing system. Document new procedures and resolutions in company's knowledge base. Install and set up new user workstations including appropriate software depending on role and department. Primary resource for setting up new users and configuring security permissions for any other user's access.

Essential Job Functions:

• Providing first level technical support to customers, troubleshooting hardware and software issues by phone and through remote assistance.
• Ensure proper logging, updating, and closure of incidents in the Service Desk software / ticketing system.
• Recognizing and escalating incidents to Tier 2 support groups
• Conducts customer satisfaction call-backs and ensures that all resolved tickets are closed.
• Must be able to communicate, prioritize, be organized, have a positive attitude, have patience, and exhibit excellent Customer Service skills.
• Recommend procedure modifications or improvements
• User access management, setting up new employees, altering security permissions for existing users, troubleshooting any user permissions issues, and disabling terminated/resigned employees
• Manage endpoint setup and deployment for new employees using standard hardware, images, and software
• Install, test, and configure new workstations/laptops, peripheral equipment and software
• Participate in on-call rotation for after-hours support and logging of incidents
• Travel to branch offices as needed.
• All other duties as assigned by Service Desk Supervisor

Position Requirements

• Education Requirements
  • Minimum of a High School Diploma or equivalent
  • Associate degree in related field preferred
  • A Certification preferred
• Preferred Experience
  • 1-2 years of related experience
  • Active Directory management
  • Cisco IP phones
  • Audio/Video room systems
  • Microsoft Office Products
  • Network Printers
  • Access Control and Video Surveillance systems
  • Mobile Device Management systems
  • Knowledge of IOS based mobile devices
• Job Training
  • On-going training in customer service and computer skills
• Must be able to fluently read and speak the English language
• Must be able to cognitively understand, analyze, and interpret information presented
• Must be able to cognitively understand, analyze, and interpret general mathematic properties (Ex: Add, Subtract, Multiply, Divide)
• Must be able to work in high stress environments
• Must be able to troubleshoot technical issues
• Must be able to research for solutions to technical problems
• Must be able to present accurate information to members and co-workers
• Must be able to functionally operate a computer terminal, utilizing monitor, keyboard, and mouse
• Must be able to enter minimum 150 characters per minute on standard 10-key
• Must maintain strong written skills (grammar, punctuation, spelling)
• Must be able to work cooperatively with other employees within the same office setting
• Must be able to work in a team environment

Relationships

• Reports to Cybersecurity and IT Support Manager
• CEO team Members – Work with cooperatively in providing resources to their department as approved by Service Desk Supervisor
• Fellow employees – Work cooperatively in providing strong internal customer service and member services.

Physical Demands

(Scale: Rarely = Less than 5%, Occasionally = 5% - 25%, Frequently = More than 25%)

• Heavy lifting or moving of materials: Occasionally (Up to 50 pounds)
• Operates Equipment: Rarely
• Operates Office Machines: Frequently – PCs, copy, fax machines, mail sorter, 10-key, telephone
• Standing: Frequently
• Walking: Frequently
• Awkward Position (stooping, bending, etc.): Frequently
• Climbing Maximum: N/A – N/A feet maximum height
• Eye-hand Coordination: Frequently
• Location: Indoor 98% of time, Outdoor 2% of time
• Work Conditions: Very little overtime, only as needed