Smart Desk Specialist

Location: Downtown St. Louis, MO (Hybrid Remote/In-Office environment)

About the Role

Spire is seeking a Smart Desk Specialist to provide Tier I support and customer service to end-users for all systems, applications, and hardware throughout the enterprise. This role involves answering phone calls, responding to chat messages, and managing tickets in the Smart Desk ticketing system.

Responsibilities

• Responds to phone calls and chat messages to the Smart Desk, providing Tier I support and customer service to users on software and hardware-related issues.
• Owns interactions from multiple channels and strives for first call/first inquiry resolution.
• Takes appropriate actions to reduce customer/caller effort.
• Records all reported user issues in the Smart Desk tracking software and assigns them to the appropriate group for resolution.
• Communicates planned and emergency Information Technology System maintenance and updates through postings on the company intranet, inSpire.
• Provides preliminary troubleshooting of PC hardware and software problems.
• Works with end users to analyze issues, review actions taken, and guide users through diagnostic procedures to resolve the issue.
• Collaborates with Tier II support to escalate complex user issues and identifies opportunities for knowledge transfer to minimize future escalations.
• Coordinates with Technical Writers and 3rd party Smart Desk representatives to ensure documentation is accurate and up to date.
• Reviews and assists with testing of any new or updated training documentation as needed.
• Attends and participates in regular status meetings, providing input for continuous improvement of knowledge base, escalation processes, and user communication methods.
• Updates knowledge base and SharePoint site with resolutions and helpful hints.
• Provides backup for technical support services including room and workstation setups.
• Performs all other duties as assigned.

Essential Characteristics

• Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, and commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives.
• Ability to adapt in a fast-moving and changing culture.
• Ability to work independently and manage time effectively to meet individual goals and deadlines.
• Ability to work as part of a team and display a positive attitude in a dynamic environment.
• Ability to remain patient, calm, and effective in high-pressure situations.
• Ability to take initiative and do what needs to be done without being asked.
• Desire to enhance personal knowledge and skillset with a continuous improvement mindset.
• Ability to respond positively to challenges and problems.

Requirements

• Bachelor’s degree in business or computer science preferred, or equivalent work experience.
• 1-3 years’ experience working in customer service or help desk environment required.
• Knowledge of and ability to use Microsoft family of products, including Office, Windows Operating System, Microsoft Teams, SharePoint, SCCM, Visio, Project, and various workstation software.
• Excellent customer service skills with the proven ability to build and establish rapport with a diverse array of people.
• Knowledge of the basic operation of personal computers, tablets, and multi-function devices which include printing, copying, scanning, and faxing functionality.
• Knowledge of networking technology as it relates to solving basic connectivity problems.
• Strong customer service skills with a solution-oriented mindset.
• Strong oral and written communication, interpersonal, and organizational skills.
• Demonstrated reliability and efficiency in responding to calls and instant messages in a multi-channel environment.
• Ability to use software tools in the operation of a Help Desk environment.

Schedule

Work performed primarily during business hours, Monday-Friday, 7am-5pm with off-hours support rotation.

Company Overview

We are committed to understanding the needs of the homes and businesses we serve. Spire believes in bringing together driven, collaborative people who share our values of safety, inclusion, and integrity. Our culture is built on adaptability, collaboration, and ownership, ensuring every employee feels welcome, respected, and valued.