Job Description

OVERVIEW

The Service Desk Specialist I boosts productivity by solving challenging technical issues. This role requires advanced technical skill and creative problem-solving to handle complex and new system failures.

REPORTS TO

The Service Desk Specialist I reports to the IT Support Manager in the IT department.

ESSENTIAL DUTIES

The essential duties for this role include, but are not limited to:

• Create new hire boxes if needed. Setup and troubleshoot new hire classes.
• Triage and own the incoming queue to quickly resolve complex hardware, software, and SaaS integration issues identifying root causes and solving problems.
• 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.
• Champion the team's internal and external knowledge bases. Write clear, action-oriented technical documentation designed to enable end-user self-service and power automatic ticket-deflection mechanisms.
• 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.
• Leverage approved Generative AI and low-code/no-code platforms to accelerate troubleshooting and continuously scale personal technical throughput.

ROLE COMPETENCIES

The competencies for this role include, but are not limited to:

• Ability to think through a problem from multiple viewpoints thinking critically and showing the ability to identify root causes.
• Teachability, in technical, and customer service areas. Including systems thinking and curiosity.
• Technical resourcefulness and AI fluency.
• Technical documentation and Knowledge synthesis.
• Exemplify the desired culture and philosophies of the organization.

Qualifications

POSITION REQUIREMENTS

The requirements to fulfill this position are as follows:

• Degree not required / 1-3 years related experience
• Customer service experience.
• Experience with Hardware/Software troubleshooting.
• CompTIA A+ certification is a plus.

FLSA Status:

• Non-Exempt

CONDITIONS

• The noise level in the work environment is usually moderate.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include Close vision, Distance vision, Color vision, Peripheral vision and Ability to adjust focus.
• While performing the duties of this job, the employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; or hear and taste or smell. The employee is frequently required to sit; use hands to finger, handle, or feel; and talk or hear.
• Little to no travel required.

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Information

• Competitive compensation Medical, Dental and Vision benefits after a short waiting period
• 401k matching program
• Generous paid time off program with an additional company break during the holidays
• Annual Volunteer Time Off (VTO) and a donation matching program
• Life Insurance Employee Assistance Program (health & well-being on and off the job) Rewards and Recognition
• Maternity and Parental Leave Training program and ongoing support throughout your entire Spring Venture Group career
• Diverse, inclusive & welcoming culture
• Optional enrollment options include HSA/FSA, AD&D, Spousal/Dependent life insurance, Short Term/Long Term Disability, Travel Assist, and Legal plans

Spring Venture Group is an Equal Opportunity Employer

Spring Venture Group is an Equal Opportunity Employer