Service Desk Specialist

Job Summary

The Service Desk Specialist is responsible for providing Level 1 IT support to InformData covering but not limited to InformData’s Applications, PC operating systems, Creating AD User Accounts, Terminating AD User Accounts, troubleshooting and diagnosis of computer hardware and software, building of new computers, resetting passwords.

The Specialist utilizes the IT ticketing system to receive and communicate on incoming incidents and requests from both the Service Desk and IT Support queues.

The Specialist is expected to be familiar with the other departments’ functions and intricacies to properly understand and translate their needs to other IT Teams.

The Specialist works to strengthen these interdepartmental relationships through proper coordination, communication, planning, and by frequently serving as a technical resource in meetings.

Duties and Responsibilities

• Works on the IT Support and Service Desk team to receive and resolve incidents and requests that come in via the InformData IT Ticketing Software
• Work Service Desk phone system providing level 1 support to company
• Conducts observations / shadowing of other teams to identify and implement use of technologies to better their processes
• Occasionally attends regular / project meetings to provide technical insight
• Investigates bug tickets providing resolution when possible otherwise documenting issue thoroughly before escalating issue to Engineering
• Assists in the proper configuration of clients’ integrations
• Install, modify, and repair computer hardware and software
• Upholds the image of IT Support by use of superior communication and technical writing skills
• Provides updates and general communication within the organization in times of crisis related to application issues
• Onboard and Offboard Users
• Assist with computer builds including prepping build kits for delivery to UPS along with taking said kits to UPS

Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements.

InformData reserves the right to change or assign other duties to this position at any time.

Qualifications

Mandatory Qualifications :

• Demonstrated experience working in a position where communication plays a vital role
• An aptitude to learning new technologies to support business requirements
• Must have strong organizational skills, communication skills, and time management skills
• Must be able to multi-task
• Must have the ability to properly identify incoming tasks of the highest priority and communicate accordingly
• Must have the ability to encourage and educate users while exemplifying confidence, control, empathy, patience, and a passionate understanding of the corporate and departmental missions
• Must be able to pass a comprehensive background check
• Ability to physically come into Kennesaw, GA Office
• Experience with MS Office 365, Windows 10, Chrome
• Display problem solving skills and critical thinking skills

Preferred Qualifications :

• Obtained or is pursuing a degree in Computer Science / Information Technology or has equivalent work experience
• 1+ years of technical / integration support or related experience
• 1+ years of employment in the field of CS / IT
• 1+ years working with Microsoft SQL reading and writing queries
• 1+ years working with Active Directory
• Prior experience in supporting software applications
• Prior experience working closely with a software engineering team
• 1+ years working with SCCM, and BeyondTrust
• Prior .NET experience

Working Conditions

• This position requires the incumbent to work indoors at a desk for extended periods of time and use of workstation.
• The person must be able to comprehend and follow / lead work instructions in a fast-paced, team environment.
• This position requires the ability to interact with all levels within and outside of the organization and requires the ability to respond professionally to all individuals and work well as a team player.
• This position may be requested to work overtime on occasion to meet company objectives.

Physical Requirements

• Must be able to remain in a stationary position for extended periods of time
• Must be able to occasionally move about the office to access office equipment, etc.
• Must be able to constantly operate office equipment such as a keyboard, phone, computer, copier, fax machine and printer, etc.
• Must be able to frequently communicate with and listen to other InformData employees
• Must be able to occasionally move, bend, lift, push, pull and carry no more than 50 pounds
• Must be able to view multiple monitors for extended periods of time and visually determine accuracy, details and transcribe date in close proximity of computer software

The essential functions of the job may or may not have been described fully in this job description. Consistent with the Americans with Disabilities Act (ADA), it is the policy of InformData to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause undue hardship.

InformData is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.