Service Desk Specialist I
About The Position
The Service Desk Specialist I provides best in class front-line technical support and troubleshooting services to end users. They are responsible for answering questions, analyzing problems, providing technical assistance, support, and advice to end users for hardware, network, software, and systems-related issues. This is an entry level IT position that works under the guidance of the Service Desk Manager when responding to requests for IT assistance in person, via phone, or electronically according to established service desk procedures. We pride ourselves on our service and give only the best to our fellow co-workers to enable them to shine in their work.
Requirements
- High school diploma or equivalent.
- Experience working in a technical or operational customer service role.
- Ability to work a rotating shift on nights and/or weekends.
- A strong ability to connect with people and help break down complex technical issues.
Nice To Haves
- Degree or certificate in Computer Science, Information Systems, or field of study related to the work performed.
- Experience working with or in a financial institution (e.g., bank, credit union)
- Any technical certification (CompTIA, Microsoft, Google, ETC)
- Working knowledge of Active Directory, voice over internet protocol (VolP) technology, and business relevant hardware and software.
- Any prior experience working in a Contact / Call Center roll troubleshooting issues
Responsibilities
- Provide coverage for incoming tickets, calls, chats and emails to the IT Service Desk during designated hours
- Troubleshoot entry level issues related to IT Hardware (Laptops, Desktops, Printers, Headsets, Scanners, etc), software, and networking via phone, chat, email, or in person.
- Contributes articles to the IT knowledge base and help update articles with the most relevant information available
- Log, document, resolve, or escalate technical issues in accordance with Service procedures
- Coordinate with other IT personnel to resolve escalated issues and provide timely status updates to end users
- Maintain a working knowledge of supported software, hardware, and peripheral equipment
- Maintain accurate inventory records, including serial numbers and asset tags for IT equipment
- Participate in on-call rotations and overtime work as required
Benefits
- 4 weeks paid time off for full-time employees
- work anniversary paid time off
- paid volunteer time off
- 12 paid holidays
- Comprehensive medical, dental, and vision plans with employer contributions to supercharge your Health Savings Account
- Up to a 4% match on 401(k) contributions
- Up to twelve weeks of fully paid parental leave
- An extensive Employee Assistance Program that provides personalized care options for your whole household
- Ample opportunity to learn, develop and grow with access to LinkedIn Learning, career and leadership development programs, job shadowing, a mentor program, and tuition reimbursement up to $5,250/year
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
