The Service Desk Specialist I is a part of an integral group within the IT team and will function as the point of contact to provide internal technical support to employees, end user; advice, quality support and quick resolution to issues as well as escalating problems to the appropriate IT resource/s. Interact with customers and/or IT team by phone, email, chat and in person about hardware, software, and service related issues.
Essential Duties of the Service Desk Specialist I:
Provide quality support of all Service Desk supported applications.
Responding to customer service by phone, e-mail, and/or chat. Gather end user information and requirements utilizing CA Service Desk ticketing system.
Document situation and troubleshooting steps take
Educate and train users informally on desktop software applications enhancing efficiency and effectiveness.
Mentor and support peers, assist with additional workload tasks and projects
Be informed of IT teams application changes and updates
Escalate issues appropriately; monitor metrics and report performances
Ad Hoc reporting and summarizations
Additional Job Requirements:
Under close supervision, will be the IT point of contact for the company providing end user support and resolution to issues in addition to escalating problems to the appropriate IT resource/s. Interaction with Service Desk customers and IT team by phone, email, chat, and/or in person regarding hardware, software, and service related issues.
Provide quality, tier one support of all Service Desk supported applications:
Provide customer service via phone, email or chat, gather end-user information and requirements and, utilizing the CA Service Desk ticketing system, thoroughly document the case and all troubleshooting steps taken. Ensure all documentation is accurate and complete.
Analyze and troubleshoot end-user problems in a timely manner, including, but not limited to Kenan 1 & 2, Wireless Standard, and various others.
Use the CA Service Desk ticket system to open tickets, document troubleshooting steps, and Escalate issues as required.
Follow up with customer to ensure satisfaction and completeness
Educate and train users informally on desktop software applications to enhance efficiency and effectiveness.
Monitor, audit and maintain user records and Service Desk documentation:
Perform account maintenance activities for employees and contractors within Active Directory and all other Service Desk supported applications.
Administer security access cards in the Lenel, OnGaurd 2013 application.
Update Service Desk support documentation as needed.
Knowledge, Skills and Abilities:
Demonstrated strong verbal, written, and telephone communication skills with the ability to explain technical activities to customers and resolve complex technical issues.
Demonstrated administrative and organizational skills including the ability to effectively document procedures and technical processes.
Excellent customer service, follow-through skills and the ability to handle irate users.
Demonstrated professional and respectful attitude in the workplace.
Advanced knowledge of Windows and Apple operating systems, desktops, laptops and MS Office Suite.
Actively pursue training and development opportunities to enhance technical skills and knowledge.
Knowledge of Kenan billing software and GCI business rules preferred.
Ability to type 35 words per minute preferred.
Ability to perform sedentary work and perform repetitive keyboarding activities. Visual acuity necessary to operate equipment, read fine print and utilize a computer monitor throughout the course of a normal workday. Physical effort may include stooping, kneeling, reaching, pushing, lifting and walking. Strength and hand-to-eye coordination sufficient to lift, carry, and move hardware and related equipment. Must have the ability to communicate both in person and over the telephone.
Frequent lifting without assistance of up to 25 pounds (several times per day); includes lifting below shoulder level and walking with load using trained lifting techniques
Incidental lifting without assistance of up to 50 pounds (only 1 or 2 times per day); includes carrying below shoulder level and walking with load using trained lifting techniques
For lifts above the shoulder (like placing equipment on shelves, etc.), the above are reduced by 50%; with very limited carrying and walking with above the shoulder loads; using trained lifting and transferring techniques
Working Conditions: Work is performed during a 40-hour workweek and is primarily conducted at GCI headquarters. Occasional travel to other company business locations within the Anchorage area and to GCI's regional offices may be required.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the normal business hours to respond to the immediate emergency. You will be requested to provide an emergency after hours contact numbers.
Minimum of one year of combined work experience as a Service Desk Analyst, Desktop Technician, or Customer Support Call Center.
High school diploma or equivalent required.
Associates degree in information technology/systems, computer science or a related area required. In addition to minimum experience required, a combination of relevant work experience and/or education sufficient to perform the duties may be substituted for the degree on a year for year basis.
Certifications: Industry-specific certifications are highly valued and can contribute toward education and/or experience requirements. A , Net , MCP, MCSA, MCSE, ITIL, and Apple Certified Associate - Mac Integration, or like certification preferred
Driving Requirements (if applicable): Must possess and maintain a valid driver's license, proof of insurance, and a satisfactory driving record. Must be able to drive, as use of personal vehicle for transportation between various company facilities within the Anchorage area is required.
EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.