IT Service Desk Support Specialist

General Description

The IT Service Desk Support Specialist will offer professional customer service and technical help, assisting users and IT staff with troubleshooting, maintaining, and resolving computer hardware and software issues.

Key Responsibilities And Essential Job Functions

• Provide telephone and email support for corporate software, hardware, peripherals, and networks.
• Manage access and reset passwords.
• Learn internal business applications and offer 1st level PC/network and application support.
• Serve as the initial contact for troubleshooting PC and printer issues.
• Identify, troubleshoot, resolve, and escalate hardware/software problems.
• Log calls and activities in a ticket system.
• Perform 2nd level support, including user onboarding/offboarding and managing Active Directory accounts.
• Process remote and mailbox access requests according to protocols, ensuring proper documentation and approvals.
• Special project and duties as assigned.

Required Skills

• Possesses strong customer service skills, a proactive attitude, and effective follow-through abilities.
• Demonstrates analytical and problem-solving capabilities.
• Collaborates well with team members and operates with minimal supervision.
• Has excellent written and verbal communication skills.
• Shows interest in and capacity for learning new software and hardware skills.

Required Qualifications & Education

• Bachelor’s degree.
• 3-5 years of experience performing level one help desk support working as part of a corporate help desk/IT team.
• Basic Technical Certification (A+, network, MCP, etc.).
• Advanced knowledge of computer hardware and software, including Microsoft Office.

Preferred Qualifications & Education

• Experience with a variety of platforms and systems, including MS Windows 10 and Apple (MAC).

Physical Requirements

• Ability to sit or stand for extended periods of time.
• Moderate or advanced keyboard usage.

Benefits

Comprehensive medical (PPO and HDHPs), dental and vision plans including coverage for domestic partners; life and AD&D insurance; short and long term disability insurance; tax-advantaged accounts for health care expenses, including FSAs and HSAs; FSAs for dependent care; health advocacy services; behavioral health and counseling resources for all family members; 401(k); profit sharing; backup dependent care; senior care planning support; resources for individuals with development disabilities and their caregivers; and paid holidays and other paid time off, including paid leave for new parents.

Pay

N/A

Schedule

N/A