Service Desk Specialist

JOB SUMMARY

This position reports directly to the Information Services (IS) Technical Manager. Individual will be trained and responsible for supporting a wide variety of end users technical issues, from the network, individual workstation, phone system, etc., via remote support, phone support, and on-site. Knowledge in telecommunications basic phone set operation/knowledge, phone set programming and installation, phone system dial plan management, programming of extensions, voice mailboxes, as well as repair and maintenance of these systems and devices.

Additionally, assisting service issues and maintaining the IS Service Desk application. The ideal candidate will also have great troubleshooting abilities and attention to detail.

• Setup of end user systems, client profiles, domain access, file and print sharing, and Outlook.
• Understands and demonstrates a basic working knowledge of Windows 7 and 8 and Microsoft Office.
• Must be able to appropriately troubleshoot issues, coordinate resolution and communicate to end users.
• The goal is to build and maintain updated and efficient computer systems and networks to optimize the role of technology on business sustainability.
• Hardware and software installations, replacements, upgrades.
• Support of mobile devices and Microsoft Active Sync.
• Assist with remote connectivity;
  Virtual Private Network, remote desktop protocol, and Microsoft Outlook Web Access.
• Assists in change management procedures as related to Service Desk.
• Assists in inventory control procedures as related to Service Desk.
• Assists in Computer Room operations as related to Service Desk.
• Supports Service Desk applications and/or tools.
• Trains users in Service Desk functions and provides phone assistance in resolving questions and problems.
• Works with manager on researching new applications & tools needed to maintain existing applications.
• Enhances professional development and knowledge of new technologies through reading and seminars.
• Performs other related duties as required.

• Associates, Technical degree or certifications in Information Technology, Certifications (A+, ITIL, and Microsoft), or appropriate work experience in a Service Desk/Operations environment are preferred. Customer Service experience and general computer operation knowledge is preferred.

• 1-2 years of Customer Service and Computer Operations preferred

• Good telephone etiquette
• Good troubleshooting skills. Good organizational skills.
• Good oral and written communication skills. Good interpersonal skills.
• Speaks, reads and writes English to the extent required by the position. Knowledge of spreadsheet programs such as Excel.
• Ability to function in a fast paced work environment.