Service Desk Support Specialist

The Service Desk Support Specialist is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Essential Functions, Duties, and Responsibilities

• Follow all security guidelines and comply with all components of our privacy and security policies.
• Field incoming help requests from end users via telephone, e-mail or help desk portal in a courteous manner.
• Document all pertinent end user identification information, including name, department, contract information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.
• Handle escalated problems from less experienced staff.
• Resolve all routine and most non-routine problems, escalating only most serious issues to the senior technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements:

• Associates degree or related job experience.
• 2-4 related work experience required.
• Experience with desktop and server operating systems.
• Experience working in a team-oriented, collaborative environment

Skills, Abilities, and Knowledge:

• Knowledge of basic computer hardware.
• Good written and oral communication skills.
• Good interpersonal skills, with a focus on rapport building, listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Good problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals (up to 60lbs).

Work Environment and Physical Requirements:

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.