Service Desk Specialist 1

Primary Office Location

4140 East State Street
Hermitage, Pennsylvania 16148

Position Overview

The Service Desk Specialist 1 ensures client technical assets and applications remain operational by identifying, investigating, and resolving technical incidents and by fulfilling service requests within agreed SLAs. Incumbent provides first-level support for calls received at the Service Desk or submitted through the self-service portal, escalating to other technical teams or leadership as appropriate to ensure timely resolution.

Primary Responsibilities

• Assists end users in resolving hardware, software, and application issues by fielding telephone calls and working assigned cases to completion.
• Diagnostics problems, executes documented solutions, performs troubleshooting activities, documents actions, and tracks and monitors incidents and service requests to facilitate timely resolution.
• Uses advanced knowledge of PCs, Microsoft operating systems, smartphones, virtual desktops and applications to provide excellent end user support.
• Demonstrates knowledge of Microsoft Office 365 suite, software deployment, basic networking and remote access technologies.
• Follows documented guidelines for escalating incidents and service requests to other support teams or leadership.
• May interact with external teams or vendors in relation to a specific incident or service request.
• Works with IT SMEs to achieve stated SLAs.
• Functions as a relationship manager by "owning" incidents from creation to closure.
• Exhibits professionalism, tact, understanding of incident priority, and knowledge of escalation procedures.
• Liaises with SLA Coordinator to document and peer-review solutions for inclusion in Knowledge Base.
• Supports "shift-left" by evangelizing use of self-service portal and Knowledge Base.
• Performs other related duties and projects as assigned.

Minimum Level of Education and Experience

• Minimum Level of Education Required: Associates
• Minimum # of Years of Job Related Experience Required: 1

Skills Required

• Excellent customer service skills
• Ability to use general office equipment
• Ability to work and multi-task in a fast paced environment
• Excellent organizational, analytical and interpersonal skills
• Detail-oriented

Physical Requirements or Work Conditions

Beyond Traditional Office Work

EEO Statement

F.N.B. Corporation (FNB) and its affiliates are committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. FNB provides all applicants and employees a discrimination and harassment free workplace. FNB does not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.