Service Desk Specialist

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13255692 As the primary contact between internal business clients and the Information Technology division, this role optimizes incident resolution via phone, chat, and email interactions, ensuring efficient service delivery and smooth operations across the organization. Responsibilities include offering technical guidance to end users, fulfilling service requests, managing incident tickets, researching issues, resolving problems, and following up with affected parties. Additionally, this position handles desktop hardware setup and delivery, software installation, and troubleshooting for LAN environments. It may involve preparing Service Desk incident reports and contributing to hardware/software assessments. Service Desk Specialists will rotate through different functions within the Service Desk to maintain comprehensive knowledge of all operations. The role includes on-call duties during evenings and weekends when needed. **What youll do**

• Correspond across the organization utilizing strong written and verbal communication skills.
• Provide direction and assistance on Tier 1 and some Tier 2 level support for internal users via face-to-face, phone, email, and chat interactions.
• Administer incident management for various systems, including mainframe applications, web, network, hardware, software, virtual environments, and telephone systems.
• Monitor services, troubleshoot issues, and escalate incidents as necessary, assisting other support groups during system outages, changes, and upgrades.
• Log and track all incidents and service requests, review resolutions and follow up with customers, while identifying and reporting incident trends for escalation to Problem Managers.
• 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.

• Administer and assist in Active Directory and Azure administrative tasks.
• Provide guidance with respect to virtual environments (such as
  
  

VMWare or Citrix), internally developed applications, and vendor-purchased applications.

• Follow and uphold corporate information security policies, standards, and guidelines for access control (i.e., mainframe, multifactor authentication, and privileged access).
• Assist with incoming and outgoing computer equipment inventory, updating asset management and CMDB.
• Perform installation, maintenance, and repair of desktop and laptop computers and peripherals across the organization (including remote offices), safely transporting computer equipment (up to 30 pounds).
• Maintain documentation and operating procedures for the Service
  
  

Desk.

• Attend coordination, planning, and problem resolution meetings as needed.
• Stay updated on technological changes, software releases, and project developments affecting business services. **Knowledge/Skills/Abilities**
• Basic understanding LAN, WAN, PCs, printers, networking, web browsers, internet, mainframes, operating systems, and telephone systems.
• Basic proficiency in Microsoft Office applications.
• Proven ability to collaborate effectively within a team-oriented environment.
• Exceptional verbal and written communication skills, including telephone etiquette and interpersonal abilities.
• Capable of maintaining a professional demeanor and communicating effectively in high-pressure situations.
• Strong organizational skills with the capacity to work independently.
• Proficient in diagnosing and resolving common IT issues.
• Demonstrated critical thinking and logical problem-solving abilities.
• Willingness to work weekends and after-hours s required or scheduled. **What you need**
• High school graduate or equivalent required; associate or bachelors degree in IT or related field preferred
• Possession of a valid driver\'s license and a qualifying driving record for company automobile insurance. ```{=html}
  
  

```

• IT industry recognized certifications preferred ```{=html}
  
  

```

• HDI Support Center Analyst (HDI-SCA) certification must be obtained within 18 months
• May require extended periods of sitting or standing
• Requires manual dexterity to operate standard office equipment
• Must be able to lift up to 30 pounds
• May require occasional overnight travel to field offices