It Service Desk Specialist

Position Purpose

The role of the IT Service Desk Specialist is to provide first-line support. The IT Service Desk Specialist is responsible for resolving support requests, meeting customer satisfaction, and continuous service delivery demands. IT staff work in a dynamic, fast-paced environment that provides services over the phone, through e-mail, phone, and in person. The core responsibility for this position is to support our IT user base through proper identification and escalation of incidents working in a Tier 1 through Tier 3 environment, helping to meet established Service Level Agreements.

Base Expectations

Embraces and lives TAPCO's Values.

• We are People Centric
• We are Curious
• We are Inclusive
• We are Collaborative
• We are a Trusted Partner

Ownership and Pride

Goes above and beyond to do the best job they can. Displays professionalism in approach to work.

Delivering Results

Strives to achieve excellence in all tasks and goals consistently. Maintains focus in the face of obstacles. Uses time efficiently.

Collaboration

Treats all people with dignity, respect, and fairness. Shares time, energy, and knowledge to others to ensure they can succeed.

Coping with Pressure & Adversity

Communicates confidence and steadiness during difficult times; adapts readily to new situations; projects confidence and poise and accepts setbacks with grace.

Service to Others/Member Focus

Listens to members (internal and external) and addresses needs and concerns. Follows through on promises and maintains confidentiality.

Initiative

Works with purpose. They are passionate and determined. Embraces and drives change.

Work/Life Balance

Balances work priorities with personal priorities so that neither is neglected.

Position Responsibilities

• Receives inbound calls and accurately notates details in the ticketing system.
• Uses sound judgment to determine when a call should be handled or escalated to achieve call/case resolution.
• Field Tier-I IT Service Desk incidents/requests and appropriately escalating tier-II and above calls through effective troubleshooting.
• Serve as the initial point of contact for some IT helpdesk calls during hours of operation, including routing calls to the appropriate person and department and escalations.
• Responsible for ticket resolution, driving customer satisfaction scores, and aligning KPIs and metrics to SLAs.
• Address in-team escalations, liaison with team managers for escalation responses, and sometimes be the incident owner for P1 or Critical events.
• Responsible for delivering high-impact troubleshooting and incident resolutions for the business, including providing excellent customer service, driving incident and problem resolutions, and working collaboratively with teams (business, networking, sys ops, etc.).
• Participate in End User Training for the service portal and new analysts within the ticketing system.
• Be a thought leader within the organization who can help advance our support strategy and challenge others toward change.
• Assigned to Saturday after-hours support.
• Diagnose and resolve software and hardware incidents, including operating systems and software applications.
• Accurately record, update, and document requests using the IT Service Desk system.
• Install and configure new IT equipment.
• Resolve incidents and upgrade different types of software and hardware, including printers, copiers, and scanners.
• Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and appropriately.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all organizational levels.
• Be a highly motivated team player with the skills and ability to manage changing priorities.
• Create, maintain, and publish relevant support documentation to assist all staff in quickly resolving incidents and service requests.
• Record, track, and document the Service Desk incident-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Maintain fixed assets inventory and report acquired and decommissioned assets.
• Assist with new account setup and onboarding of new hires.
• Image, re-image, and deploy laptops and desktop computers.
• Assists with various other technical tasks, as required, such as imaging computers, assisting with projects, application rollouts, and preventative maintenance.
• Assumes responsibility for other duties as required or assigned.
• The helpdesk hours are as scheduled Monday– Thursday 8:30 a.m. – 5:30 p.m. and Fridays 9:00 a.m. – 6:00 p.m. On-call on Saturdays for branches that are open.

• Experience: Two to four years of relevant work experience. At least 1 years’ experience working with one or more ticketing systems.
• Education: High School Diploma required
• Excellent customer service skills with a variety of customers
• Must have a high degree of commitment and job ownership (This position is part of a small team and, as such, requires appropriate dedication)
• Must multitask during busy times and exercise patience and professionalism during stressful situations.
• Ability to prioritize tickets and incoming issues appropriately.
• Must possess the ability to think ‘outside the box’ and troubleshoot naturally with deductive reasoning.
• Must be able to work with or without direct supervision and follow instructions when given.
• Working knowledge of standard operating systems and software applications (Specifically, Windows, Microsoft Office, and Mac OS)
• Ability to learn quickly.
• Knowledge of commonly used concepts, practices, and procedures for end-user technical support
• Ability to learn technical aspects of all business applications.
• Punctuality and commitment to scheduled hours.

Preferred Experience

• AS or BS in Computer Science, Information Systems, or related field
• CompTIA A+ Certification
• Understanding of ITIL principles or willingness to learn
• Proficient to expert in Microsoft Office/365 and SharePoint
• Past work experience in a high-traffic customer service setting
• Experience with Active Directory
• Financial Experience is a plus
• Project Experience

Position Working Conditions

• The work setting is an office environment.
• Movements frequently and regularly required using the wrists, hands, and fingers.
• Frequently required to sit for more extended periods.