Service Desk Specialist I

The Service Desk Specialist I is responsible for supporting the productivity of company staff by ensuring they have the proper and functioning IT equipment, and timely resolving or escalating issues as they arise.
The essential duties for this role include, but are not limited to:
Create new hire boxes. Setup and troubleshoot new hire classes
Monitor Tier 1 ticketing que to ensure timely resolution of problems while ensuring that customers are satisfied. Verify tickets get linked to the correct boards for resolution
Participate in the incident response process which involves investigating and troubleshooting issues, communicating key findings, and resolving issues; communicate in chat for direction as needed
Help test, facilitate and assist in projects with provided instruction as they arise
Maintain and update company processes, procedures, system standards, documentation, knowledge base articles, and other resources related to the Service Desk
Install and support office audio and visual equipment.
Participates in training and professional development sessions.
Accurately and effectively communicates pertinent information to the appropriate stakeholders.
Participate in on-call rotations and triage or resolve critical issues that come up outside of standard working hours along with workroom duties
Demonstrates curiosity in customer service, proactively seeking improvements and questioning existing methods to find better solutions.
Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities.
ROLE COMPETENCIES
The competencies for this role include, but are not limited to:
Ability to think through a problem from multiple viewpoints.
Teachability, in technical, and customer service areas.
Exemplify the desired culture and philosophies of the organization.
Education/Experience:
Degree not required / 1-3 years related experience
Skills/Specialties:
Customer service, Hardware/Software troubleshooting
Knowledge of Okta and Jira.
CompTIA A+ is a plus
Security Responsibilities
Operating in alignment with policies and standards
Ensuring acquisition and procurement follows security standards
Promoting and supporting alignment with security standards for all areas of responsibility
Reporting Security Incidents
Completing assigned training
Protecting assigned organizational assets

Employment type
Full-time

Work arrangement
No