Service Desk Specialist I

Tri-County Electric Cooperative•Azle, TX

4d•Onsite

About The Position

Responsible for providing technical assistance and support related to computer systems, hardware, and software. Also responsible for logging all issues in Help Desk software / ticketing system. Document new procedures and resolutions in company's knowledge base. Install and setup new user workstations including appropriate software depending on user and department. Primary resource for setting up new users and configuring security permissions for any other user's access.

Requirements

Minimum of a High School Diploma or equivalent
Must be able to fluently read and speak the English language
Must be able to cognitively understand, analyze, and interpret information presented
Must be able to cognitively understand, analyze, and interpret general mathematic properties (Ex: Add, Subtract, Multiply, Divide)
Must be able to work in high stress environments
Must be able to troubleshoot technical issues
Must be able to research for solutions to technical problems
Must be able to present accurate information to members and co-workers
Must be able to functionally operate a computer terminal, utilizing monitor, keyboard, and mouse
Must be able to enter minimum 150 characters per minute on standard 10-key
Must maintain strong written skills (grammar, punctuation, spelling)
Must be able to work cooperatively with other employees within the same office setting
Must be able to work in a team environment

Nice To Haves

Associate degree in related field preferred
A+ Certification preferred
1-2 years of related experience
Active Directory management
Cisco IP phones
Audio/Video room systems
Microsoft Office Products
Network Printers
Access Control and Video Surveillance systems
Mobile Device Management systems
Knowledge of IOS based mobile devices

Responsibilities

Providing first level technical support to customers, troubleshooting hardware and software issues by phone and through remote assistance.
Ensure proper logging, updating, and closure of incidents in the ITSM
Recognizing and escalating incidents to Tier 2 support groups
Conducts customer satisfaction call-backs and ensure that all resolved tickets are closed.
Must be able to communicate, prioritize, be organized, have a positive attitude, patience, and exhibit excellent Customer Service skills.
Recommended procedure modifications or improvements
User access management, setting up new employees, altering security permissions for existing users, troubleshooting any user permissions issues, and disabling terminated/resigned employees
Manage endpoint setup and deployment for new employees using standard hardware, images, and software
Install, test, and configure new workstations/laptops, peripheral equipment and software
Participate in on-call rotation for after-hours support and logging of incidents
Travel to branch offices as needed.
All other duties as assigned by IT Support Manager