Specialist II, Service Desk

SitusAMC•Overland Park, KS

4d•Onsite

About The Position

This role provides technical and troubleshooting assistance related to computer hardware and software, mobile devices, printers, and desktops. Working in a corporate environment, these professionals must be great communicators and translate their technical knowledge into actionable direction. This position is responsible for handling all issue that are escalated. This position will also assist in the implementation of companywide projects as needed.

Requirements

High School Diploma or G.E.D or equivalent combination of education and experience
Intermediate-level support staff with 2-4 years of relevant experience
Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end user facing network configurations
Experience with Microsoft Client Operating Systems
Extensive application support experience with Microsoft Office suites and Office365 Applications
Working knowledge of software and hardware diagnostic tools
Exceptional written and oral communication skills and customer service mentality
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Strong documentation skills and a willingness to assist with documentation
Proficient in basic network fundamentals
Self-Starter with ability to work as part of a team and individually as required by specific project needs
Excellent time management skills and the ability to prioritize
Possess the traits of having patience, being thorough and innovative
Flexibility to work as needed according to business needs. This may include nights, weekends, and overtime work
Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
The ideal candidate should be dependable with an excellent attendance record, work well in a “Team Environment”, be cooperative and respectful
Ability to work independently with minimal supervision
Ability to conduct research into a wide range of computing issues is required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly, business-friendly, and technical language
Highly self-motivated and directed
Keen attention to detail
Ability to effectively prioritize and execute tasks in a high-pressure environment
The employee may be required to report to a different local office as a normal, contemplated, and mandated incident of their employment
Must be able to physically to handle and set up technology equipment.
Can require lifting to 50lbs.

Responsibilities

Escalate problems to higher level tier groups as required or to supervisor.
Using service desk software to record, track and document the problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply company approved diagnostic utilities to aid in troubleshooting
Access FAQ resources on the Internet/Intranet to aid in problem resolution
Perform trouble resolution fixes remotely or in person, including installing and upgrading software, installing hardware, and configuring systems and applications
Perform preventative maintenance, including checking and cleaning of end user devices, and non-end user IT equip
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow ups with end user and team members as required
Alert management to emerging trends in incidents
Assist in software releases and roll-outs according to Change Management best practices
Adhere to site audit responsibility policies and procedures
Monitor service desk system for incoming requests and resolve or escalate accordingly
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; desktops, laptops, printers, and other peripheral device issues
Responds to queries either in person, via email or over the phone; guide end users/ clients through problem-solving process, follow up with users to ensure issue has been resolved.
Responsibly handle confidential data
Continuously improve upon technical skills sets within assigned areas of expertise
Assist in training of tier I support staff and in their day to day operations as needed
Assist in various projects assignment by management
Participate in company and department provided training
Other activities as may be assigned by your manager