OVERVIEWThe Service Desk Specialist I is responsible for supporting the productivity of company staff by ensuring they have the proper and functioning IT equipment, and timely resolving or escalating issues as they arise.
 ESSENTIAL DUTIESThe essential duties for this role include, but are not limited to: Create new hire boxes if needed. Setup and troubleshoot new hire classesMonitor tier 1 ticketing que to ensure timely resolution of problems while ensuring that customers are satisfied. Verify tickets get linked to the correct boards for resolutionParticipate in the incident response process which involves investigating and troubleshooting issues, communicating key findings, and resolving issues; communicate in chat for direction as needed Help test, facilitate and assist in projects with provided instruction as they arise Maintain and update company processes, procedures, system standards, documentation, knowledge base articles, and other resources related to the Service DeskInstall and support office audio and visual equipment.Participates in training and professional development sessions.Accurately and effectively communicates pertinent information to the appropriate stakeholders.Participate in on-call rotations and triage or resolve critical issues that come up outside of standard working hours along with workroom duties Demonstrates curiosity in customer service, proactively seeking improvements and questioning existing methods to find better solutions.Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities.  ROLE COMPETENCIESThe competencies for this role include, but are not limited to: Ability to think through a problem from multiple viewpoints.Teachability, in technical, and customer service areas.Exemplify the desired culture and philosophies of the organization.