Service Desk Specialist I

GCI Communication Corp•Anchorage, AK

About The Position

GCI's Service Desk Specialist I is part of an integral group within the IT team, will function as the point of contact to provide internal technical support to employees, end user; advice, quality support and quick resolution to issues as well as escalating problems to the appropriate IT resource/s. Interact with customers and/or IT team by phone, email, chat and in person about hardware, software, and service-related issues. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS: Provide quality support for all Service Desk supported applications. Respond to customer service by phone, e-mail, and/or chat. Gather end user information and requirements utilizing ticketing systems. Document situation and troubleshooting steps taken. Educate and train users informally on desktop software applications enhancing efficiency and effectiveness. Mentor and support peers, assist with additional workload tasks and projects. Stay informed of IT teams’ application changes and updates. Escalate issues appropriately, monitor metrics and report performances. Ad Hoc reporting and summarizations. Working under close supervision, functions as the IT point of contact for the company providing end user support and resolution to issues in addition to escalating problems to the appropriate IT resource/s. Interaction with Service Desk customers and IT team by phone, email, chat, and/or in person regarding hardware, software, and service-related issues.

Requirements

ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
Actively pursue training and development opportunities to enhance technical skills and knowledge.
BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
Demonstrated strong verbal, written, and telephone communication skills with the ability to explain technical activities to customers and resolve complex technical issues.
COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
Excellent customer service and follow-through skills.
Demonstrated ability to handle irate users in a professional and respectful manner.
RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
Demonstrated administrative and organizational skills including the ability to effectively document procedures and technical processes.
SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
Advanced knowledge of Windows and Apple operating systems, desktops, laptops, and MS Office Suite.
High School diploma or equivalent.
Minimum of two (2) years of experience directly supporting onsite and mobile users with hardware and software applications, including at least one (1) year Tier I experience as a Service Desk Specialist, Desktop Technician, or in a relevant working environment.

Nice To Haves

Knowledge of billing software and GCI business rules preferred.
Ability to type 35 words or more per minute preferred.
Associate degree in information technology/systems, computer science or a related area.
A+, Net+, MCP, MCSA, MCSE, ITIL, or other relevant telecom industry or job specific certifications.
Telecommunications experience.

Responsibilities

Provide quality support for all Service Desk supported applications.
Respond to customer service by phone, e-mail, and/or chat. Gather end user information and requirements utilizing ticketing systems.
Document situation and troubleshooting steps taken.
Educate and train users informally on desktop software applications enhancing efficiency and effectiveness.
Mentor and support peers, assist with additional workload tasks and projects.
Stay informed of IT teams’ application changes and updates.
Escalate issues appropriately, monitor metrics and report performances.
Ad Hoc reporting and summarizations.
Provide quality, tier one support of all Service Desk supported applications:
Provide customer service via phone, email, or chat. Gather end-user information and requirements and utilize the ticketing system to thoroughly document the case and all troubleshooting steps taken. Ensure all documentation is accurate and complete.
Analyze and troubleshoot end-user problems in a timely manner, including, but not limited to Microsoft 365 applications, Microsoft Exchange, Polaris, Wireless Standard, and various others.
Use internal and vendor ticketing systems to open tickets, document troubleshooting steps, and Escalate issues as required.
Perform account maintenance activities for employees, contractors, vendors, and service accounts within Active Directory and all other Service Desk supported applications.
Monitor, audit, and maintain user records and Service Desk documentation:
Create and maintain shared mailboxes and distribution lists through the exchange online and on-premises admin portals.
Update Service Desk support documentation as needed.