Service Desk Representative I

HNTB Corporation•Kansas City, MO

17h

About The Position

At HNTB, you can create a career that is meaningful to you while building communities that matter to all of us. For more than a century, we have been delivering solutions for some of the largest, most complex infrastructure projects across the country. With our historic growth, it is an exciting time to join our team of employee-owners. This opportunity entails being responsible for providing frontline end-user support on a daily basis. This position receives, documents and triages new end-user requests received through phone call or email. Maintains accurate and up-to-date information on existing service tickets. Responsible for the diagnosis and resolution of basic hardware, software, and network issues

Requirements

High School Diploma or GED
Demonstrates a basic understanding of relevant technologies.
Follows established policies and procedures to independently respond to and resolve basic service requests, applying a developing level of proficiency in relevant technologies.
Communicates clearly and effectively with customers.
Capable of identifying opportunities for improvement, makes thoughtful, relevant suggestions and contributions to process improvement.
Embodies a positive attitude and remains actively engaged in daily work.
Demonstrates willingness and eagerness to expand knowledge and skill base.

Nice To Haves

Associate’s or technical degree in computer science or related field

Responsibilities

Logs all service desk calls or email requests into the IT Service Management System.
Responsible for updating ticket information.
Diagnose and resolves basic to intermediate hardware, software and network issues.
Redirects or escalates incidents and service requests as needed.
Maintains documentation relating to Information Technology processes and tools for knowledge base purposes.
Triages and prioritizes new support needs and improves frontline ownership of issues.
Performs other duties as assigned.