Service Desk Level 1- Temp

At Flynn Group, we believe in the power of collaboration and value in-person interactions. This setup cultivates casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where innovation thrives, with office-based teams coming together four days a week to collaborate and thrive, together!

Schedule

• Temporary position through the end of the year
• Monday–Friday, 10:00 AM–7:00 PM
• Four days per week in the office; Fridays remote

About the Role

Our Level I Service Desk Team supports customers with IT-related problems, functioning as the first point of contact between users and the company. We resolve issues and address complaints, escalating complex matters to Level II Service Desk or the appropriate departments as needed. Your primary duty is to resolve end-user issues as quickly and efficiently as possible.

Responsibilities

• Respond to incidents (issues impacting IT services) and problems (one or more related incidents impacting IT services) while providing excellent customer service
• Log incidents and problems accurately and in a timely manner
• Escalate to Level II Service Desk after thorough troubleshooting, information gathering, and effective use of the knowledge base
• Collaborate with Level II Service Desk to stay current on all hardware and software components and specifications across brands
• Create and update knowledge articles
• Fulfill hardware requests via device configuration and coordination with our Tech Depot
• Retrieve requested surveillance videos and deliver them to the Risk department per defined procedure

Requirements

• 1–3 years’ experience in IT or a related field
• Strong customer service, verbal, and written communication skills
• Ability to type 40 words per minute
• Ability to lift, carry, and place equipment up to 50 pounds
• Excellent sense of humor—we like to have fun!

Qualifications (Preferred)

• Bachelor’s degree
• ITIL and/or HDI experience and certifications