IT Support Specialist I, Help Desk (on site)

The IT Support Specialist I, Help Desk reports to the Director of computer services. Responsibilities include answering all calls into the ITS Help Desk, reviews and reassigns all tickets to the appropriate team for resolution. Identifies emerging support trends, assist with the management of our problem/incident workflow, and assist during emergency events. Other responsibilities include imaging, installing, maintaining, and troubleshooting computer & printer hardware and software. The Specialist provides support for staff working in and out of a Citrix and cloud computing environment. Help desk specialists will maintain communication with end users throughout the lifecycle of a level I support request.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provides first line computer phone support to all Thresholds personnel and business
• Curious & Agile: Comfortable with complex support topics; displays an ability to think independently and unafraid to ask questions to gain clarity; able to make sound, reasoned judgments and solve problems within a support delivering environment.
• At all times you must maintain positive customer interaction to enhance the user experience
• Checks for open requests in ITS Ticketing system queue, addresses voicemail when present
• Properly direct unresolved issues to the next level of support
• Keeps detailed records of all support calls, events, and incidents within Help Desk ticketing
• Assist with imaging and device prep and adhering to all information security protocols
• Assists with beta testing and workflow review during design and development phases of software projects.
• Provides and relays feedback to supervisor from staff and issues reported, such as problems with specific software or hardware products, or underlying or developing trends noticed with a particular location or user.
• Determines when it is appropriate to refer unresolved work orders to senior support personnel or the department Head.
• Participates in departmental
• Other duties as

MARGINAL DUTIES & RESPONSIBILITIES

May be required to work a flexible schedule as project deem support necessary.

EDUCATION & EXPERIENCE

Bachelor’s Degree from an accredited college or university or equivalent work experience This position leverages skills from varied disciplines and professional backgrounds including:

• Customer Service
• Help Desk & Call center
• Network/Infrastructure
• Windows 10 support
• Varied computer hardware/software support
• ITSM Agent
• Project Management

SKILLS/CERTIFICATIONS

• Detail Oriented and Process Driven: Displays an acute attention to detail with a focus on consistency and accuracy.
• Communication: Excellent oral and written communications skills with an ability to seamlessly communicate and synthesize technical information
• CompTIA A experience (certification a plus)
• Organizational ITIL experience (certification a plus)

COMPETENCIES

Cultural Awareness and Respect, Thoroughness, Critical Thinking, Teamwork/Collaboration, Versatility, Analytical Reasoning,