Service Desk Specialist

Bakery Feeds, by Darling Ingredients • Irving, TX

4d • Onsite

About The Position

The Service Desk Specialist is the first point of contact for company IT questions, advising and supporting employees with service requests, incidents, problems, and changes. The role also works directly with vendors on hardware warranty and repair matters and telecom issues.

The position communicates across departments and connects end users with IT colleagues and second-level support specialists. It registers and processes tickets in Darling Ingredients’ IT Service Management Tool according to agreed ITIL processes and standard procedures. The Specialist identifies incident patterns, drives root-cause analysis and corrective actions, maintains work instructions and knowledge-base materials, and supports, coaches, and trains end users and IT colleagues. The role also installs and delivers IT hardware, repairs equipment, and maintains an inventory of spare equipment. Other duties may be assigned by management.

Requirements

• High school diploma or equivalent.
• Two-year degree in Computer Science or equivalent work experience.
• At least 3 years of experience administering IT systems, including desktop and laptop systems, Microsoft Office, antivirus, workstation network setup, software applications, and other network-related services.
• Two years of Service Desk experience.
• At least 2 years of experience supporting IT users, including desktop and laptop systems, Windows 11, Office 365, workstation network setup, software applications, and other network-related services.

Nice To Haves

• Bachelor’s degree in a related field.
• CompTIA A+ certification.
• Ability to work well with others in a virtual team environment.
• Strong organization and time-management skills.
• Exceptional written and oral communication and good customer-service skills.
• Self-motivated and able to take initiative.
• Ability to work within defined procedures, apply judgment, and select solutions within area of expertise and acquired knowledge.
• Experience working with standardized practices and procedures, general work instructions, and supervision of progress and results.

Responsibilities

• Communicate with different departments and liaise between end users and IT colleagues.
• Register and process tickets in the Darling Ingredients IT Service Management Tool, following agreed ITIL processes and standard procedures.
• Recognize incident patterns and drive root-cause analysis and completion of corrective actions to help eliminate service disruptions.
• Create and update work instructions, processes, guidelines, and knowledge-base articles.
• Support, coach, and train end users and IT colleagues.
• Install and deliver IT hardware, repair equipment, and maintain an inventory of spare equipment.
• Serve as a linking point to second-level support specialists.
• Handle vendor interactions related to hardware warranty and repair and telecom issues.
• Perform other duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree