Service Desk Specialist

Boys Town • Omaha, NE

3d • Onsite

About The Position

The Service Desk Specialist serves as the first point of contact for end users experiencing technical issues, delivering timely and effective support to ensure minimal disruption to business operations. This role is responsible for troubleshooting hardware, software, and network-related concerns, resolving incidents, and providing exceptional customer service in a fast-paced environment. The ideal candidate is a strong communicator with a customer-focused mindset, technical aptitude, and the ability to diagnose and resolve issues efficiently. This position works closely with IT teams to escalate complex issues, maintain accurate documentation, and contribute to continuous improvement of IT support processes. Applicants must be currently authorized to work in the United State on a full-time basis. We are not offering sponsorship as a condition of employment visa status. Position is on site.

Requirements

• Minimum of 1 year of Information Technology experience required.
• Available to travel and to work evenings or weekends as needed required.
• 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.

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

• Reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location for employees and their dependents enrolled in medical benefits.
• Low to zero-dollar co-pays on certain maintenance drugs.
• No cost mental health visits to an in-network provider.
• Generous match on their 401K or 401K Roth account.
• Tuition reimbursement.
• Parenting resources from experts.
• Professional development opportunities within the organization.
• Free visits to Boys Town physicians.
• Free prescriptions under the Boys Town Medical Plan.

What This Job Offers

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