Service Desk Specialist (Virtual Opportunity)

Job Title: Service Desk Specialist (Virtual Opportunity)

Job Summary:
The Service Desk Specialist has the primary responsibility for receipt, triage, and resolution of Service Requests and Incidents related to computer systems, hardware, or software to users over the phone, online, or in person. 

A successful candidate will have technical qualifications as well as a background with customer or user support. In addition, they will have excellent written and verbal communication skills, experience supporting users with a variety of technical skillsets, and comfort working with colleagues at all levels of the organization.

Seeking applicants from the Pacific or Mountain time zones for this virtual/remote opportunity.

Duties/Responsibilities:
•    Provide support to end users on a variety of technology issues over the phone, through email, in person, and online chat; troubleshoot issues using diagnostic tools and techniques to resolve technical issues within required service levels.
•    Take ownership of service request and incident identification through to resolution. Prioritize and schedule support and escalate (when required) to the appropriately experienced technician; accurately log all Service Desk tickets using the defined tracking software.
•    Be a client advocate by seeking to identify common issues, working within the business to eliminate future occurrences, and educating clients with helpful hints or business based best practices.
•    Maintain and develop online knowledge base containing fixes to known issues.
•    Other duties as assigned. 

Required Skills/Abilities: 
•    Passionate about customer service, continuous improvement, and customer experience.
•    Detail oriented, with a natural curiosity and drive to resolve problems.
•    At least 1 year of experience supporting users or customers.
•    Foundational knowledge of Microsoft Windows desktop operating systems and Active Directory
•    The ability to quickly adapt to and provide support for new and changing software and hardware.
•    Effective interpersonal skills and relationship-building skills.

Education and Experience:
•    Associate degree in information technology, or equivalent training & work experience

Working Conditions: 
The physical and work environment characteristics 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.

Physical Demands: 
•    While performing the duties of this job, the employee is required to walk, use hands to finger, handle objects, tools, or controls; reach with hands and arms; balance; stoop; bending or crouching; talk or hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 
•    Some lifting of files, opening cabinets. 
•    Bending or standing as necessary.

Work Environment: While performing the duties of this job, the employee is exposed to weather conditions and other elements prevalent at the time. 

This description is not intended to be, nor should it be construed as an all-inclusive list of responsibilities, skills or working conditions associated with the position. It is intended to accurately reflect the activities and requirements of the position, but duties may be added, deleted, or modified, as necessary. This description does not constitute a written or implied contract of employment.