Service Desk Support Specialist I

About the role

Service Desk Support Specialist I are IT professionals who provide technical help for clients of an organization. Specialists respond to inquiries, evaluate and resolve issues relating to IT equipment and applications. They are accountable for gathering information through client conversations and typically offer the first point of contact with the client.

Requirements

• High School Diploma or equivalent
• No prior work experience required

Skills

• Written and oral communication skills
• Ability to use critical thinking skills to analyze and solve problems
• Ability to manage multiple deadlines and tasks
• Ability to work successfully in a team environment
• Customer service or helpdesk experience helpful
• Familiar with Microsoft Office products including Excel, Word, and PowerPoint
• Provide remote support for incoming queries and issues related to computer systems, software, and hardware
• Respond to queries over the phone
• Write training manuals
• Maintain daily performance of computer systems
• Respond to email messages for customers seeking help
• Ask questions to determine nature of problem
• Walk customer through problem‑solving process
• Clean up computers
• Run diagnostic programs to resolve problems
• Follow up with customers to ensure issue has been resolved
• Gain feedback from customers about computer usage
• Assist with maintaining inventory & deliveries
• Password resets
• Systems monitoring
• Create detailed request

Schedule

• Occasional night, weekend, and holiday work
• Occasional off‑campus and overnight travel for site visits and training