Level I Service Desk

Flynn Group•Independence, OH

2d•Hybrid

About The Position

The Level I Service Desk Team supports customers with IT-related problems, functioning as the first point of contact between users and the company. The role involves resolving issues, addressing complaints, and escalating complex matters to Level II Service Desk or suitable departments. The primary duty is to resolve issues for end users as quickly and efficiently as possible.

Requirements

Bachelor's degree (a plus)
1-3 years’ experience in IT or related field
Great customer service skills
Verbal and written communication skills
Ability to type 40 words per minute
Ability to lift, carry, and place various equipment up to 50 pounds
Excellent sense of humor

Nice To Haves

ITIL and/or HDI experience and certifications

Responsibilities

Responding to incidents (issues impacting IT services) and problems (one or more related incidents impacting IT services), all while providing excellent customer service.
Providing accurate and timely logging of incidents and problems.
Escalating to Level II Service Desk after thorough troubleshooting, information gathering, and effective use of the knowledge base.
Working with Level II Service Desk to stay up to date on all hardware and software components and specifications across brands.
Creating and updating knowledge articles.
Fulfilling hardware requests via device configuration and coordination with our Tech Depot.
Retrieving requested surveillance videos and deliver to Risk department, as per defined procedure.

Benefits

Medical/Dental/Vision
Retirement and Savings Plan
Short- and Long-Term Disability
Basic Life Insurance
Voluntary Life Insurance
Tuition Reimbursement
Paid Time Off
Flexible/Hybrid Work Schedules (In Office Monday - Thursday, Work from Home Friday)
Company Outings
Dining Discounts
On-Site Fitness Center
On-Site Daycare
On-Site Café
FUN Work Environment!