Assistant Service Desk Specialist 1

Key Responsibilities

• Monitor and manage incoming incidents and service requests through phone, email, chat, and service portal channels.
• Prioritize, categorize, and assign tickets according to established service management processes and SLOs.
• Ensure all incidents and requests are properly documented, tracked, and updated throughout the resolution process.
• Escalate tickets to appropriate support teams when necessary, ensuring complete and accurate documentation.
• Monitor queue performance and identify opportunities to improve response times and service quality.
• Provide regular communication and status updates to customers regarding open requests.
• Identify recurring issues and communicate trends to IT leadership.

Computer Deployment & Lifecycle Management

• Prepare, configure, deploy, and replace laptop computers for new hires and existing employees.
• Image and provision devices using enterprise deployment and endpoint management tools.
• Care for hardware refresh programs and equipment replacements.
• Maintain accurate inventory records for computers, peripherals, and assigned assets.
• Complete equipment setup, delivery, collection, and redeployment activities.
• Ensure deployed systems meet company security and compliance requirements.
• Support software installation and standard application deployments.

Mobile Device Administration

• Provision, deploy, and support corporate mobile devices, including smartphones and tablets.
• Manage device enrollment, configuration, and troubleshooting through Mobile Device Management (MDM) platforms.
• Support mobile applications, authentication methods, and connectivity issues.

Customer Support

• Provide first-level support for common hardware, software, and mobility-related issues.
• Deliver both remote and in-person support when required.
• Create and maintain knowledge base articles, FAQs, and end-user documentation.
• Promote excellent customer service and manage customer expectations throughout the support process.
• Aid with onboarding and offboarding activities, including device preparation and recovery.
• Aid with on-call after hours support.

Required Qualifications

• Education & Certifications: Associate degree in Information Technology, Computer Science, or related field; equivalent experience will be considered. CompTIA A+ certification preferred.
• Technical Experience: 0-1 years of experience in a Service Desk, Help Desk, or Endpoint Support role. Experience deploying and supporting Windows 11 devices. Experience with Microsoft 365 applications, including Outlook, Teams, and OneDrive. Experience with endpoint management platforms such as Microsoft Intune, Autopilot, or similar tools. Experience supporting and managing mobile devices in an enterprise environment. Familiarity with IT service management practices and ticketing systems. Basic understanding of hardware troubleshooting and device lifecycle management.

Skills & Competencies

• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Strong customer service and relationship-building abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Attention to detail and commitment to follow-through.
• Ability to work independently and as part of a team.
• Strong documentation and process adherence skills.

Working Conditions

• 40-hour work week with hybrid work options.
• Regular lifting and transportation of laptops, desktops, monitors, and peripherals.
• Occasional travel to regional office locations.
• Periodic after-hours support for deployment activities and new hire onboarding.

General Characteristics

• Continues to apply technical knowledge to assist internal employees with computer problems.
• Continues to demonstrate foundational proficiency in the areas of troubleshooting and support, problem solving and decision making, communication and interpersonal effectiveness, and teamwork and collaboration.

Minimum Years Of Experience

• 1 to 2 Years of Experience.