Service Desk Specialist

Boys Town • Portsmouth, RI

311d

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. Applicants must be currently authorized to work in the United States on a full-time basis. We are not offering sponsorship to applicants for employment visa status.

Requirements

• 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

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Nursing and Residential Care Facilities
• Education Level: Associate degree