Service Desk Specialist

Boys Town • Las Vegas, NV

1d • Onsite

About The Position

Are you a self-starter who takes initiative to resolve issues? Information Technology at Boys Town is where innovation and technology come together to make us one of the best by delivering game-changing, technology-driven business models and staying ahead of industry trends. As the Service Desk Specialist, you will be a part of the first level on- site triage team to resolve technical issues for Boys Town users. Schedule: M-F 8AM-5PM Ability to take call

Requirements

• Knowledge of hardware, software, operating systems (especially Windows & macOS), and networking concepts.
• Familiarity with services like Office 365, SharePoint, Webex/Teams, Wi-Fi, Active Directory, and cybersecurity.
• High level of professionalism, customer service, problem solving, and interpersonal skills.
• Ability to communicate with individuals at all levels within the organization in an articulate, professional manner.
• Ability to clearly explain technical issues to non-technical users, both verbally and in writing.
• Ability to work independently, meet deadlines, and multi-task while maintaining quality standards.
• Ability to learn and support new applications and have strong problem solving, documentation, and research skills.
• Minimum of 1 year of Information Technology experience required.
• Available to travel and to work evenings or weekends as needed required.

Nice To Haves

• Associate's degree in Computer Science, related field, or equivalent is preferred.
• Helpdesk applicable support certifications, Windows certifications, or CompTIA A+ certification preferred.
• Experience with ticketing systems (e.g., ServiceNow, JIRA, Zendesk), remote support tools (e.g., TeamViewer, Beyond Trust), and monitoring tools (e.g. SolarWinds, Splunk) preferred.

Responsibilities

• Provides timely support for the entire user community through multiple channels such as the telephone, self-service requests, and in person walk-ins.
• Creates a positive end-to-end customer experience and provides a single point of contact.
• Tracks customer interactions via ticketing system and exhibits professional communication both verbally and in writing.
• Identifies and determines root causes and finds solutions to common IT issues related to hardware, software, networking, configuration, operation, and printing.
• Assists with user account management and dual authentication services.
• Adheres to and supports organizational and departmental standards, policies, and procedures.
• Maintains and protects confidentiality.
• Participates in identifying the need for, creating, and reviewing support documentation and processes.
• Collaborate with other IT professionals or departments, when necessary, in a positive manner to resolve escalated issues.

Benefits

• A unique feature for employees and their dependents enrolled in medical benefits are reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location.
• Additional costs savings for the employee and their dependents are found in our pharmacy benefits with low to zero-dollar co-pays on certain maintenance drugs.
• Boys Town takes your mental health seriously with no cost mental health visits to an in-network provider.
• We help our employees prepare for retirement with a generous match on their 401K or 401K Roth account.
• Additional benefits include tuition reimbursement, parenting resources from our experts and professional development opportunities within the organization, just to name a few.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees