The Level I Service Desk Specialist’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
- Responsible for setting up new desktops, laptops, tablets and smartphones; troubleshooting, repairing, upgrading existing workstations, and resolving software and hardware problems
- Perform system administration duties to include setup of user accounts; creation of shared folders, files, and printers; and setup of logon scripts and user profiles
- Provide on-going support to computer users, both on-site and off-site, and respond to software/hardware questions, issues, and problems
- Responsible to follow all department policies and SOPs for procuring, setting up and disposing of all hardware and software and updating the asset management database
- Assist with administration of Windows Servers, File Servers, Exchange Servers, Networks and Disaster Recovery Server.
ADDITIONAL DUTIES AND RESPONSIBILITIES
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Alert management to emerging trends in incidents.
- Assist in software and hardware procurement, releases and roll-outs and communication to the end users.
- Field incoming requests to the Service Desk via phone, e-mail and in-person to ensure courteous, timely and effective resolution of end user issues.
- Responsible for troubleshooting PC hardware/software and printer problems.
- Responsible to follow all department policies and SOPs for procuring, setting up and disposing of all hardware and software
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
- Build rapport and elicit problem details from service desk customers.
- Prioritize and schedule problems. Escalate problem (when required) to the appropriately level
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install anti-virus software and ensure virus definitions are up-to-date.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow ups to help requests.
- Develop help sheets and FAQ lists for end users.
- Reinforce SLAs to manage end-user expectations.
QUALIFICATIONS: EDUCATION, EXPERIENCE AND CERTIFICATIONS
- College diploma or university degree in the field of computer science and/or 3-5 years’ equivalent work experience.
- 1-2 years of work experience
- IT related certifications are a plus
KNOWLEDGE, SKILLS AND ABILITIES
- Knowledge of basic computer hardware, including installation and troubleshooting
- Experience with desktop and server operating systems, including server 2008 and 2012
- Extensive application support experience with Microsoft Office 2010, 2013 and 2016
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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 occasionally required to stand and walk. The employee may occasionally lift or move office products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
The work environment characteristics 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. The noise level in the work environment is usually low.
BENEFITS FOR ELIGIBLE EMPLOYEES MAY INCLUDE
Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:
- Health coverage for you and your family through Medical, Dental, and Vision plans
- Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
- A 403(b)-retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
- Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars
- To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program and Tuition Assistance
- A generous paid time off program in which the benefits increase based on your tenure with the company.
When you join ServiceSource, you do more than simply switch companies to advance your career. You become a part of the ServiceSource family, a group of talented men and women who drive innovation, embrace change, and celebrate the global community.
ServiceSource is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. If accommodation is needed in the application process, arrangements can be made with the local regional office http://www.servicesource.org/contact-us.We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.
PAY TRANSPARENCY POLICY STATEMENT:
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information