Service Desk Specialist

• Seeking a Service Desk Specialist to help us grow our IT and software development environment.
• The Service Desk Specialists typical day will include providing the 1st line of technical support for our local offices as well as our worldwide remote office workers.
• The Service Desk Specialist is responsible for supporting both Windows and Mac systems in the corporate environment.
• This includes desktops and laptops.
• The Service Desk Specialist will need to build, set up, maintain, implement, and troubleshoot technology problems related to laptops and desktops that affect end-user productivity.
• The Service Desk Specialist will report to the regional Service Desk lead.
• The Service Desk Specialist will interface daily with other technical staff, and work on assignments and delivering services to end-users.
• He or she will work closely with all users and management for issue resolutions.
• He or she will help to provide monitoring for our IT and development infrastructure and assist in its growth.
• He or she also will need to understand fundamental IT concepts regarding hardware and software, networking, data storage, data backups, and monitoring.

Job Responsibilities:

• Assist users with their software application requirements and access to IT resources via our Helpdesk ticketing system.
• Performing basic troubleshooting tasks and operating system support on Microsoft Windows OS and Mac OS X.
• Setting up new users' systems and environments
• Configuring new applications for emerging business needs
• Mobile device setup, installation, and /or post-installation support
• Provide network, phone, system, and desktop support
• Participate in and drive projects related to Corporate desktop computing such as email, anti-virus software, archiving, backups
• Document standards, best practices, and policies

Required Skills:

• Communicate clearly and patiently via chat, email, phone, and in-person conversations
• Core competency with Mac OS and Microsoft Windows and Familiarity with data backup concepts and systems
• Mac OS X (OS installation, account creation and maintenance, file sharing concepts, printing)
• Basic understanding of common PC & Mac hardware components and connections.
• Good problem-solving skills, and ability to troubleshoot without continual escalation to higher levels of support.
• Strong working knowledge of common applications: email (Gmail), G Suite, desktop publishing (Microsoft Office), web browsers (Safari, Chrome. Etc.)
• Good data management, organizing, and prioritizing skills. You will be presented with numerous challenges and tasks simultaneously and be expected to track them all through to completion.
• Ability to follow written and verbal instructions, willingness to learn new procedures and tasks