Service Desk Specialist

POSITION OVERVIEW:

Under the direction of the IT Service Delivery Manager, the Service Desk Specialist provides first point of contact for technical assistance and support for incoming queries and issues related to computer systems, printers, networking, phones, pc-based software and hardware. In addition to these duties, you will be working with the System Administrators to test and implement new technologies and policies company wide. Proactively identify common problems and develop process-based solutions to help make the support team more efficient.

ESSENTIAL DUTIES & ACCOUNTABILITIES:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email

• Perform technical support to internal customers to ensure swift service restoration on a variety of systems and applications

• Notify Team and Management of high-priority and systemic issues that arise promptly.

• Responsible for creating and maintaining business processes, technical documentation for the helpdesk, and guides for end users.

• Identify, enforce, and suggest possible improvements on procedures, policies, and guidelines.

• Provide team KPIs based on ticketing statistics including customer satisfaction, turnaround time, and volume

• Identify, enforce, and suggest possible improvements on procedures, policies and guidelines.

• Provide training to new Service Desk members and mentoring and coaching to junior staff.

• Analyze and identify LAN and Pc-based problems to determine whether they are software, hardware, procedural, or a combination of these factors. This includes thoroughly investigating alternatives and documents prior to implementing corrective actions to provide the best possible solution.

• Troubleshoot desktop & laptop computers to ensure they interconnect seamlessly with multiple systems including network drives, LAN/WAN and all business productivity applications.

• Respond to request seeking assistance installing, modifying, or repairing computer hardware and software issues.

• On a regular basis, install new hardware/software, configure and deploy new systems, and provide customer support and necessary one-on-one training/instruction.

• Ask educated questions and listen to customers to determine the root cause of the problem.

• Exhibit an awareness of issues and changes that may impact the Service Desk and act accordingly to ensure the success of Service Desk.

• Access software updates, drivers, knowledge bases, and FAQ's resources on the internet to assist with customer issues.

• Follow up with customers to ensure issues have been resolved to their satisfaction.

• Provide, on a rotating seven-day schedule, on-call technical support on a 24x7 basis.

• Logging all work completed into our helpdesk ticking system.

• Work with System Administrators to test new technologies and policies.

• Maintain and deploy Windows 10 image for the helpdesk.

• Additional duties as assigned.

QUALIFICATION REQUIREMENTS:

• Bachelor's degree required or an equivalent of 5+ years of relevant experience in a similar role

• 5+ years technical support experience in a corporate support environment preferred.

• Experience creating technical documentation.

• Experience testing and implementing new technologies.

• Advanced knowledge of Windows Operating Systems (imaging, repair, installation, troubleshooting, upgrading).

• Advanced knowledge of desktop hardware and common desktop software required for corporate environments.

• Experience with Microsoft Active Directory.

• Experience with Microsoft 365

• Microsoft Azure experience preferred

• Demonstrated patience and overall courteous behavior when working with internal and external customers.

• Excellent communication skills (written and verbal) and the ability to understand the customer's needs and communicate technical issues in non-technical terms

• Demonstrated ability to work independently; must be self-motivated and goal oriented.

• Superior organizational and time management skills.

• Ability to multitask and appropriately handle/escalate tasks with conflicting priorities.

• Have a passion for teamwork and problem solving.

ORGANIZATIONAL CORE COMPETENCIES:

1. Safety

• Taking responsibility to put the tools and processes in place that will ensure your own safety and the safety of those around you. The key components of Safety are: System (SMS), Risk Management, Safety Assurance, Personal Responsibility, Discipline, Compliance (Integrity), and Capacity for Collective Action.

2. Quality

• Meeting the customers' needs and conditions for success over the long term and to the greatest extent possible. The key components of Quality are: Leadership Position, Technology, Technical Proficiency, Measurement and Accountability, and Innovation.

3. Efficiency

• Ability to maximize the benefits and profits, while minimizing effort and expenditure. The key components of Efficiency are: Process Efficiency, Organizational Efficiency, Resource Allocation & Maximization, Measurement and Accountability, and Organizational Transparency

4. Customer Service

• Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement. The key components of Customer Service are: Communication, Consistency, Accessibility, Reliability, and Maintaining an Honest, Respectful and Professional Relationship.

BEHAVIORAL COMPETENCIES:

1. Drive & Energy

• Effective performers have a high level of energy and the motivation to sustain it over time. They are ambitious and passionate about their role in the organization. They have the stamina and endurance to handle the substantial workload present in today's organization. They are motivated to maintain a fast pace and continue to produce even in exhausting circumstances.

2. Functional/Technical Expertise

• Effective performers are knowledgeable and skilled in a functional specialty (e.g., finance, marketing, operations, information technologies, human resources, etc.). They add organizational value through unique expertise in a functional specialty area. They remain current in their area of expertise and serve as a resource in that area for the organization.

3. High Standards

• Effective performers establish and model standards that guarantee exceptional quality and necessary attention to detail. They continually seek to improve processes and products, and they hold staff accountable for quality. They find best practices, share them, and then improve upon them.

4. Initiative

• Effective performers are proactive and take action without being prompted. They don't wait to be told what to do or when to do it. They see a need, take responsibility and act on it. They make things happen.

5. Integrity

• Effective performers think and act ethically and honestly. They apply ethical standards of behavior to daily work activities. They take responsibility for their actions and foster a work environment where integrity is rewarded.

PHYSICAL DEMANDS AND ENVIRONMENTAL CONDITIONS:

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to climb or balance, stoop, knell, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds. The employee must occasionally lift and/or move up to 25 pounds. The noise level in the work environment is

usually moderate.

DISCLAIMER

The above Statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

PHI, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

PHI, Inc. https://phihelico.hirecentric.com