IT Service Desk Specialist
Job Description
OUR TEAM:
Welcome to the heart of our technological support system—the IT Service Desk on the Global Support Services (GSS) Team. We are a dedicated group of tech enthusiasts and problem solvers, united by our passion for technology and commitment to excellence in customer service. Our team is the first point of contact for all computer-related issues within the organization, embodying a diverse set of skills to tackle a wide range of technical challenges. Together, we aim to not just solve problems but to enhance the overall IT experience for our colleagues. We foster a culture of open collaboration, continuous learning, and mutual respect, where each member’s contribution is valued, and innovation is encouraged. Joining our team means being part of a supportive community that thrives on helping others, sharing knowledge, and celebrating our collective achievements.
YOUR ROLE:
As a vital member of the IT Service Desk within the GSS Team, your role is to be the beacon of support and guidance for all employees facing computer-related issues. You will leverage your technical expertise to troubleshoot, diagnose, and resolve hardware and software problems, document, ensuring the smooth operation of our organization's IT infrastructure. Your day-to-day responsibilities will include managing support tickets, providing hands-on assistance, creating, and updating documentation, and collaborating with other IT professionals to implement long-term IT solutions. Beyond technical support, you will also play a key role in educating users on best practices and preventive measures to minimize future issues. Your ability to communicate effectively, think critically, and maintain a positive attitude under pressure will be crucial in delivering exceptional service and fostering a technology-enabled working environment.
CORE DUTIES:
1\. Monitor and respond quickly to incoming requests related to IT issues. Receive and respond to initial user inquiries via phone call, email and instant messaging type technologies including walk-up requests for assistance.
2\. Provide worldwide day-to-day support, troubleshooting and customer service for multiple software and hardware platforms in addition to related peripherals such as scanners, printers, etc.
3\. Utilizing critical thinking skills, research problem solutions through varied resources to quickly learn and adapt to a fast-paced technical environment.
4\. Setup hardware and software, which may include configuration and training of supported systems.
5\. Assist in computer imaging, hardware deployment, and inventory management (asset management) as required.
6\. Create tickets, provide initial troubleshooting and thoroughly document troubleshooting steps.
7\. Track, route, and redirect problems to correct resources. Recognize and escalate more difficult problems to next level support.
8\. Follow up with customers, provide feedback and see problems through to resolution.
9\. Utilize excellent customer service skills and exceed customers’ expectations.
10\. Create and maintain knowledgebase documentation for systems.
11\. Provide desk-side support and assistance when needed.
12\. Maintain confidentiality regarding the information being processed, stored, or accessed by the end-users on the network.
13\. Properly document processes and/or technical discoveries for future reference and training purposes. Recommend procedure modifications or improvements, when applicable.
14\. Attend meetings and review after-hours support vendor tickets as needed.
15\. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.
16\. Embracing and being open to incorporating 6 Emotional & Social Intelligence (ESI) core principles in daily work.
17\. Understands and complies with ethical, legal and regulatory requirements applicable to our business.
KEY QUALIFICATIONS:
1\. Previous experience in a Help Desk or PC Support role and/or experience with Microsoft Operating Systems.
2\. Able to work effectively under minimal supervision.
3\. Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.
4\. Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
5\. Excellent problem-solving, interpersonal, verbal, and written communication skills.
6\. Ability to maintain patience, a customer-friendly attitude and work in a team environment.
7\. Ability to present ideas in user-friendly, effective language to non-technical staff and end users.
8\. Ability to maintain a safe and clean working environment.
PREFERRED QUALIFICATIONS:
1\. 2 years’ work experience in a similar environment.
2\. Advanced knowledge of computer hardware systems and computer software systems, including office applications and operating systems.
PHYSICAL DEMANDS:
1\. Ability to work with computer equipment.
2\. Frequently required to sit, stand, walk, talk, hear, bend and reach.
3\. Able position oneself into small spaces and under desks to accomplish wiring duties and computer installation.
4\. Able to move 50 lbs. regularly and 75 lbs. occasionally.
5\. Ability to use a ladder at heights up to 30 ft. off the ground.
6\. Ability to drive.