It Service Desk Specialist

Job Title:               IT Service Desk Specialist
Location:              Raleigh, NC
Reports to:           IT Support Manager
SUMMARY
The IT Service Desk Specialist will provide various IT-related tasks including, prompt, courteous and comprehensive service-request support. This will encompass problem resolution, escalation of such requests via phone, web, email, and in-person, for various business applications, printers, scanners, desktop/laptop computer, VPN, and other general IT related tasks. In addition, the position requires installation and configuration of various hardware and software, hardware warranty support and implementation of proactive measures to ensure the highest uptime for our customers. This position reports to the Information Technology Support Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide hardware/software support via email, phone, and in-person
• Resolve issues effectively and follow through to appropriate resolution
• Perform software/hardware installation, configuration, and upgrades as necessary
• Support, test, and troubleshoot hardware, software, and OS problems
• Work with vendors on all warranty support issues
• Work independently and research issues as necessary
• Ability to troubleshoot remote devices and mobile devices
• Log and maintain all service tickets in appropriate queues and meet Service Level Agreements (SLA)
• Reassess and assist in improving infrastructure as technologies and hardware offerings evolve or as organizational requirements change, while working with business units to support current and future needs
• Collaborate to incorporate security requirements into all operational engineering deliverables so that security is a foundational tenant of our services
• Perform user and access administration on designated systems and applications, in accordance with the defined policies, standards, and procedures of the organization
• Document, manage and maintain the infrastructure service
• Perform other duties as assigned

SUPERVISORY RESPONSIBILITIES

• None

EXPECTED METRICS

• Service Level Agreement (SLA)
• Net Promoter Score (NPS)
• First call resolution

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Basic knowledge of IP networking including TCP/IP, subnetting, DNS, and DHCP
• Basic knowledge of Microsoft technologies and their respective best practices and strategies
• Basic knowledge of antivirus/malware and patch management technologies
• Basic knowledge of project management principles/methodologies (e.g. PMI, Agile)
• Basic level knowledge of ITIL/ITSM principals and applications to IT Services (e.g. incident management, problem management, root-cause analysis)
• Basic level knowledge of Enterprise Applications and their related architectures (e.g. O365, IAM, ERP, CRM, HRMS, SharePoint)
• Excellent troubleshooting skills with systems analysis techniques and root cause analysis skills
• Strong analytical and problem-solving skills to enable effective incident and problem resolution
• Ability to remain current on technological changes within the industry through research and company training
• Must be a detail-oriented self-starter able to function with minimal supervision
• Ability to support operations from remote locations
• Excellent written and oral communication
• Customer service and results orientation
• Highly effective interpersonal and organizational skills
• Ability to travel on short notice
• Ability to work after hours, weekends, and holidays when needed

EXPERIENCE REQUIRED

• Minimum 2 years’ experience in Customer Service

EDUCATION REQUIRED

• High School Diploma, GED or equivalent

EXPERIENCE/EDUCATION PREFERRED

• Certifications from Microsoft, Cisco, CompTIA, or equivalent

PHYSICAL REQUIREMENTS:

• Ability to lift 50lbs.
• Must possess the visual acuity to develop written correspondence and determine accuracy, neatness and thoroughness of the work assigned.
• Must be able to physically perform the basic life operational functions of talking, hearing, sitting for long periods of time and performing repetitive motions, such as using a computer.
• Must be able to speak English fluently and audibly, write legibly and communicate within the chain of command, with external providers and customers.