Service Desk Specialist

Roles and Responsibilities

• Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
• Maintain equipment inventory, including processing RMAs and ordering new equipment.
• Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.
• Participates in monitoring, updating and maintaining tickets in a defined ticketing system.
• Responds to tickets, contacts users and plans workload.
• Updates, tracks and escalates the ticket to appropriate levels/group for resolution as required.
• Sign off on closed tickets with the user to include follow up specifically to the end user.
• Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
• Engage in support of access to corporate network/wireless and applications both on the network as well as over VPN.
• Other duties as required.

Required Qualifications/Skills

• Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience.
• Builds productive internal and external working relationships.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Exercises excellent coordination skills and a team player.
• Identifies issues and escalates as needed.
• Exhibits excellent written and oral communication skills.
• Shows strong interpersonal and customer service skills.
• Displays knowledge about hardware, software, and network troubleshooting.
• Understands software application use and installation.
• Resolves technical issues under pressure.

Physical Demand & Work Environment

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing.
• Must have the ability to move from place to place within an office environment.
• Must have the ability to use a computer.
• Must have the ability to communicate effectively.
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.