Job Description

Service Desk Support, Specialist

The IT Service Desk we deliver Customer Excellence Focused Support to our end users by Leveraging cutting-edge technology with our IT Service Management products and self-service/automated solutions for our customers. The Service Desk Support Analyst will report to the IT Supervisor. In this role you will be responsible for the remote support to users with technical problems and information technology issues involving computers and network services in an advanced network environment. Provides support (via telephone and chat), diagnostics and troubleshooting of computers, network services and related peripherals to local and remote access users. Provides end-user support and general training in the use of various software packages and in-house developed software. Provides ticket status updates and metric reports to management. Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to Service Desk IT support. Able to function independently and produce results that meet standards of quality, timeliness, and accountability. Minimal supervision and general direction. Performs work that is varied and moderately complex. Implements designs or approaches developed by others following knowledgebase procedures. Ability encompasses broad knowledge of concepts, practices, and procedures within particular field of specialization.

Your Work

In this role, you will:

• Monitoring daily ASA while attempting to keep it below 3:00 minutes (goal of 2:00 minutes).
• Creating Shifts and Daily Schedule which includes scheduled PTO, techs calling in sick, or for any other reason a tech would not be able to make it into work.
• Monitoring and maintaining the Help Desk Calendar, SD PTO mailbox, SD Tech Training mailbox, and IT SD - Training Class Access Issues mailbox. This includes:
• Provide escalation support for Priorities and VIP’s
• Monitoring Incident & Request Queues. Monitor and make sure all SD queues are worked within set SLA / OLA.
• Team Meetings & Training. Oversee the planning and scheduling of weekly team meetings. Ensure the review of new, updated, and old processes.
• Lead line and assisting techs. Monitor Lead Line to assist technicians
• Knowledge Base Assistance. Assist in creating knowledge base articles.
• Reports & Improvements. Run and deliver monthly status reports for all metrics.
• Other Lead Duties and Responsibilities. Ensure the Service Desk floor is being run as efficiently and smoothly as possible.

Your Knowledge and Experience​

• Associate degree or equivalent experience preferred.

• 1 – 2 years of prior Service Desk experience in a high volume IVR based call center preferred.

• Knowledge of Active Directory, Microsoft Exchange Admin Console, Azure, Service Now.

• Basic knowledge and troubleshooting of Microsoft Office 365 applications.

• MAC experience would be preferred but not required.

• Experience leading teams preferred

• Candidates must be able to work an 8-hour shift between 6 am to 6 pm PST Monday through Friday. Candidates must also be able to work on call once every other month during Saturday and Sunday

Hybrid

This role requires employees to be in - office based on our hybrid workplace model, balancing purposeful in - person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

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