Service Desk Specialist
Apply Here Job Description :
As the primary liaison between IT and internal business clients, this role streamlines incident resolution by phone, chat or email while offering technical guidance. Responsibilities encompass incident ticket management, research, resolution, and follow-up. Additionally, this position handles desktop hardware loading and delivery, software installation, and troubleshooting for LAN environments. It may involve preparing Service Desk incident reports and contributing to hardware/software assessments. The role includes on-call duties during evenings and weekends when needed.
** This position is eligible to work hybrid (9 or more days a month onsite) in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment. Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas. Why Join Us?
- Family Comes First: Total rewards package that promotes the idea of family first for all employees.
- Professional Growth Opportunities: Advance your career with ongoing training and development programs.
- Dynamic Work Environment: Collaborate with a team of passionate and driven individuals.
- Inclusive Work Environment: We pride ourselves on fostering a diverse and inclusive workplace where everyone is valued and respected.
- Facilitate communication across the organization, requiring strong written and verbal communication skills
- Deliver Tier 1 and some tier 2 level enterprise service desk support for internal users through phone, email, and chat interactions
- Provide incident support for various systems, including mainframe applications, web, network, hardware, software, virtual environment, and telephone systems
- Assist other support groups during system outages, changes and upgrades
- Log and track all incidents and service requests, reviewing resolutions and following up with customers
- Play a pivotal role in our IT Service Management framework, actively participating in and contributing to the Incident, Problem, Change, Knowledge, and Asset Management processes
- Support and assist in technologies such as Active Directory, Azure, VMWare and ServiceNow
- Support both internally developed and vendor purchased applications
- Manage incoming and outgoing computer equipment inventory, assisting in updating asset management and CMDB
- Perform installation, maintenance and repair of desktop, laptop computers and peripherals across the organization (including remote offices) and safely transport computer equipment (up to 30 pounds)
- Availability to work weekends and after hours when needed
What you need:
- High school graduate or equivalent is required. Technical classes and/or certifications preferred.
- Valid drivers license and qualifying driving record for company automobile insurance
- Basic understanding LAN, WAN, PCs, printers, networking, web browsers, internet, mainframes, operating systems, telephone systems and Microsoft 365
- Excellent verbal and written communication, telephone courtesy, and interpersonal skills.
- Ability to diagnose and resolve common IT issues
- Critical thinking and logical problem-solving skills
