Service Desk Specialist I

Primary Purpose:

The Service Desk Specialist I support the organization’s applications and computer equipment daily. This includes installing, diagnosing, repairing, maintaining, and upgrading all computer equipment to ensure optimal workstation performance. In addition, this position may assist with maintaining the physical enclosures for servers, networking, and communications equipment and reporting any issues to the infrastructure Engineers responsible for maintaining those devices. This position ensures proper computer operation so end users can accomplish daily business tasks. Service Desk Specialist I will receive, prioritize, document, and actively resolve end-user requests or escalate incidents to the Team Lead or supporting department when necessary.

Essential Responsibilities:

• Evaluates documented resolutions and analyze trends for ways to prevent future problems.
• Troubleshoot and determine solutions for new issues and communicate and document these solutions in the supports team’s knowledgebase.
• Alerts management to emerging trends in incidents.
• Assist with any incoming requests to the Service Desk via telephone, email, or ticketing system.
• Document all pertinent end user information – contact information.
• Resolves complex issues requiring detailed system and application knowledge. 
• Prioritize assigned tasks. Escalate when required to the appropriate technician or group.
• Record, track, and document Help Desk requests, including all successful and unsuccessful decisions and actions are taken to devise a viable solution for the problem or incident.
• Uses all available resources to assist with problem-solving. Internal and external Knowledgebase, software updates, Google searches, etc.
• Assist with testing and deploying of new security alerts, patches, and new software releases.
• Identifies and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the workstation level, including installing and upgrading software and replacing hardware.
• Performs preventative maintenance, optimizing workstations, printers, and server performance.
• Understand support SLAs to manage and meet end-user expectations.
• Assist with the migration and integration of newly acquired companies into the organization.
• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
• Other duties as assigned.

Additional responsibilities may include, but are not limited to:

• Account administration – unlocking user accounts for various applications. Including AD
• Basic Exchange administration - Setting Out of Office message
• Computer management
• Print server management

Minimum Required Skills & Competencies:

• Team player
• Ability to interact effectively and professionally with all employees, staff and service providers and have a team player attitude.
• The ability to effectively communicate and deliver information clearly to staff and customers.
• Effectively prioritize and execute multiple tasks in high-pressure environments.
• Must be flexible with work hours as business needs arise.
• Committed to consistently providing superior customer service.
• Proactive approach to service provisioning.
• Knowledge of basic computer hardware – HP and Apple products.
• Proficient in Microsoft operating systems and applications such as Windows 10, Window servers, Office Suite, and any other Microsoft products used in the enterprise.
• Ability to troubleshoot complex issues as they relate to in-house applications.
• Proficient in Active Directory
• A minimum of 3-5 years of IT knowledge/training with progressive responsibilities in the helpdesk and support role.
• Associate or Bachelor’s in Computer Science or equivalent experience
• Must have a valid driver’s license and reliable transportation

Physical Requirements:

• Express or exchange ideas by means of the spoken word via email and verbally.
• Exert up to 10 pounds of force occasionally, use your arms and legs, and sit most of the time.
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
• Not substantially exposed to adverse environmental conditions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities.