"Service Desk Specialist"

Job Summary

The Service Desk Specialist serves as the first point of contact for customers submitting a request or reporting a problem or incident.

Primary Duties and Responsibilities

• Answer telephone calls to the Mercy IT Help Desk and work with customer to identify problem or request
• Process email sent to the Mercy IT Help Desk and respond to customer. Conduct chat sessions with customers
• Log calls, chats, and email into the Mercy IT ticketing system
• Create a ticket in Mercy IT ticketing systems documenting request, problem, or incident
• Respond to customer questions regarding IT policies and services
• Assist customers to resolve straightforward technical problems
• Write and update procedures and knowledge base articles
• Employ remote access tools to assess and resolve problem being report by customer
• Escalate requests or problems that cannot be handled by Help Desk staff to Tier II Technical Support
• Recognize that multiple calls related to the same problem may represent an incident and escalate the problem to both Tier II Technical Support and the Help Desk Manager
• Participate in project teams or lead project teams as assigned
• Participate in training provided by Mercy to enhance IT Help Desk staff skills and overall Help Desk service level

Availability Required

• Work schedule will be 12 PM-8 PM Monday-Thursday and 9 AM-5 PM Friday

Required Skills & Experience

• Minimum of one year of experience in an IT-related help desk
• Strong customer service orientation
• Strong computer skills and a high comfort level with technology
• Excellent oral, written, and interpersonal communication skills
• Experience with utilizing a support ticketing system
• Experience learning new skills and using new technologies
• Strong work ethic and positive attitude

Desired Skills

• Experience working in higher education
• Experience with Active Directory
• Experience with audio-visual systems for instructional spaces and conference rooms
• Proficient with troubleshooting Mac Operating Systems
• A+ or similar industry certification
• ITIL Foundation certification or willingness to obtain within the first year of employment

Education Requirements

• Bachelor's degree required