Specialist I, Service Desk-IT - Night Shift

Estes Express Lines•Richmond, VA

About The Position

Are you passionate about technology and love helping people? Join our dynamic IT team as a Service Desk Specialist I, where you'll be the first line of support for our employees' technical needs. In this role, you'll troubleshoot hardware and software issues, provide clear and friendly guidance, and help keep our business running smoothly. This is a great opportunity to launch your IT career in a collaborative environment that values growth, knowledge sharing, and innovation. If you're a problem-solver with strong communication skills and a desire to learn, we want to hear from you! Provide quality first-line technical response and resolution for user-reported hardware, software, and network issues via phone, email, portal, or chat. Configure and maintain a wide range of end-user hardware including desktop computers, laptops, thin clients, tablets, printers, and peripheral devices. Assist in onboarding and offboarding employees by provisioning user accounts and equipment. Track and document support requests and resolutions in the IT ticketing system. Escalate unresolved issues to other IT support teams. Continuously exceed customer expectations by providing exceptional service through delivering accurate and professional documentation, information, and direction. Contribute to the maintenance of the team’s knowledge base library by reviewing and updating existing articles. Participate in an on-call schedule to provide 24x7 support. Demonstrate and champion the established “TRUCKS” cultural principles of transparency, responsiveness and resiliency, understanding, continuous improvement, knowledge sharing, and simplicity throughout the organization. Regular attendance is required. This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Requirements

High School diploma or any combination of education and experience which would provide an equivalent background. Prior coursework in IT preferred.
1 or more years of IT support experience preferred.
Basic understanding of networking, operating systems, and common business applications like Office 365 required.
Excellent communication skills including listening, verbal, and written required.
Demonstrated experience summarizing technical efforts and how they align to business outcomes required.
Ability to communicate in both technical and user-friendly language required.
Ability to troubleshoot and resolve basic technical issues independently required.
Must be able to rapidly adapt and respond to changes in environment and priorities.
Must be able to thrive in a highly collaborative, fast-paced environment.
Must be able to comply with all company policies, rules, procedures and Code of Conduct
Must be able to interact well with others
Must be able to work independently, or in a team setting
Must be capable of working under tight time constraints in a high volume environment with multiple priorities
Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
Must be authorized to work in the United States

Nice To Haves

CompTIA A+ or similar certification preferred.
Familiarity with Active Directory and Office 365 administration preferred.
Familiarity with ITIL best practices and ticketing systems (i.e. Jira Service Management) preferred.

Responsibilities

Provide quality first-line technical response and resolution for user-reported hardware, software, and network issues via phone, email, portal, or chat.
Configure and maintain a wide range of end-user hardware including desktop computers, laptops, thin clients, tablets, printers, and peripheral devices.
Assist in onboarding and offboarding employees by provisioning user accounts and equipment.
Track and document support requests and resolutions in the IT ticketing system.
Escalate unresolved issues to other IT support teams.
Continuously exceed customer expectations by providing exceptional service through delivering accurate and professional documentation, information, and direction.
Contribute to the maintenance of the team’s knowledge base library by reviewing and updating existing articles.
Participate in an on-call schedule to provide 24x7 support.
Demonstrate and champion the established “TRUCKS” cultural principles of transparency, responsiveness and resiliency, understanding, continuous improvement, knowledge sharing, and simplicity throughout the organization.
Regular attendance is required.