SUMMARY OF JOB:
The Service Desk Specialist's role is to support and maintain computer systems, desktops, and peripherals to our end-user customers. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance. The Service Desk Specialist will be responsible for quick and effective technical service, setup and deployment of computer systems, working with business applications, and support operations of company IT processes and infrastructure. We are looking for a person that is positive, a self-starter, as well as a team player.
ESSENTIAL DUTIES AND RESPONSIBILITES :
- Receive and respond to incoming calls, pages, or emails regarding end-user issues, including hardware or software problems.
- Work with end users to identify and deliver required PC service levels.
- Provide training and support for end users and staff on computer operation and other issues.
- Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
- Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
- Accurately document instances of hardware failure, repair, installation, and removal.
- Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
- Manage end user accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance.
- Work closely with the IT team to collaborate and coordinate activities during system installations and upgrades.
- Respond to all related support calls, troubleshoot and implement solutions.
- Participate in compliance and security for all processes, procedures, and standards applicable to the position, including Sarbanes-Oxley.
- Familiarity with ITIL framework, including change, incident, problem, and configuration management.
- Participate in On-Call rotation duty to support systems during potential after hour events.
- Other duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience:
- 1-3 years of experience required
Education:
- Bachelor's degree (BA or BS) preferred
Other Qualifications:
- Effective interpersonal skills and relationship-building skills.
- Strong written and oral communication skills.
- Ability to present ideas in user-friendly language.
- Understanding of the organization's goals and objectives.
- Self-motivated and directed.
- Attention to detail.
- Analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to work in a team-oriented, collaborative environment.
- Strong customer-service orientation.
