Service Desk Position Summary
The IT Support Specialist, under the IT Support Supervisor/Manager, will be the first point of contact for internal customers on the Service Desk. Responsibilities include first- and second-level support, setting up, testing, upgrading, troubleshooting, and deploying applications. The role involves preparing daily problem reports, managing tickets, and assisting customers through effective support and communication.
Key Responsibilities:
- Provide technical support for various applications.
- Collaborate with IT departments to restore services and identify issues.
- Document and maintain IT Service Desk processes.
- Maintain SLAs on tickets in ServiceNow.
- Classify and document requests and incidents accurately.
- Handle incoming requests via phone, email, and chat courteously.
- Monitor and address tickets from the self-service portal.
- Build and maintain rapport with external customers.
- Learn and support organizational software and hardware.
- Follow up with users to confirm request closure.
- Occasionally drive to the Data Center for remote assistance.
Must:
- Bachelors degree in computer science or equivalent experience.
- 1-3 years of PC software and hardware support.
- Familiar with ITIL framework.
- Basic to intermediate knowledge of Windows 10/11, Adobe, Microsoft Office.
- Experience with Active Directory.
- Flexible hours, including on-call and weekends.
- Able to lift 50 lbs.
- Valid driver’s license and car.
