IT Service Desk Specialist I

Job ResponsibilitiesUnder general guidance, provide accurate, friendly, and efficient customer service over the phone to employees and contractors for their IT-related questions and issues.- Efficiently intake and resolve 60% of assigned tickets and service requests using defined, repeatable processes- Listen and empathize with a wide-ranging customer base and provide helpful solutions and/or educate users with IT related issues- Politely and efficiently probe to obtain understanding of the incoming callers issue or question- Correspond (written, verbal, electronic) with customers in a professional and friendly manner- Document customer interactions in a systematic, detailed, and accurate manner- Handle sensitive and confidential information in accordance with department standards and protocols- Collaborate actively and regularly within the Infrastructure Services team and across the broader IT organization in order to provide the best possible service to end users

Education- Associates degree or equivalent experience is required

Experience- Minimum of one (1) to two (2) years of progressive, relevant information technology experience

Qualifications- Proficient in using IT Service Management/Service Desk ticketing tools and can effectively create/search/modify IT Incidents and Service Request tickets in the ITSM system- Ability to analyze and troubleshoot issues using Knowledgebase articles- Ability to educate end users and perform basic troubleshooting for Outlook, Internet Explorer, and Skype- Typing proficiency of 40wpm or greater- Working knowledge of Microsoft Office, Outlook, Word and Excel- Has fundamental knowledge of specific technologies and processes- Solid oral and written communication skills- Solid collaboration skills in working together with all members of the team- Acts on, and displays commitment to, self-development- Developing sound judgment in performing tasks and proactively contributes ideas to help improve existing processes- Developing skills necessary to solve simple problems- Developing analytical skills used when working with data- Developing in offering suggestions regarding improvements or enhancements to current tasks, assignments, and projects- Developing proficiency in understanding project management methodologies and practices, process and data analysis, and ITSM activities