Service Desk Specialist

The Service Desk Specialist serves as the first point of contact for end users experiencing technical issues, delivering timely and effective support to ensure minimal disruption to business operations. This role is responsible for troubleshooting hardware, software, and network-related concerns, resolving incidents, and providing exceptional customer service in a fast-paced environment. The ideal candidate is a strong communicator with a customer-focused mindset, technical aptitude, and the ability to diagnose and resolve issues efficiently. This position works closely with IT teams to escalate complex issues, maintain accurate documentation, and contribute to continuous improvement of IT support processes.

Applicants must be currently authorized to work in the United State on a full-time basis. We are not offering sponsorship as a condition of employment visa status.

Position is on site.

MAJOR RESPONSIBILITIES & DUTIES:Provides timely support for the entire user community through multiple channels such as the telephone, self-service requests, and in person walk-ins.

• Creates a positive end-to-end customer experience and provides a single point of contact.
• Tracks customer interactions via ticketing system and exhibits professional communication both verbally and in writing.
• Identifies and determines root causes and finds solutions to common IT issues related to hardware, software, networking, configuration, operation, and printing.
• Assists with user account management and dual authentication services.
• Adheres to and supports organizational and departmental standards, policies, and procedures. Maintains and protects confidentiality.
• Participates in identifying the need for, creating, and reviewing support documentation and processes.
• Collaborate with other IT professionals or departments, when necessary, in a positive manner to resolve escalated issues.

• Knowledge of hardware, software, operating systems (especially Windows & macOS), and networking concepts.
• Familiarity with services like Office 365, SharePoint, Webex/Teams, Wi-Fi, Active Directory, and cybersecurity.
• High level of professionalism, customer service, problem solving, and interpersonal skills.
• Ability to communicate with individuals at all levels within the organization in an articulate, professional manner.
• Ability to clearly explain technical issues to non-technical users, both verbally and in writing.
• Ability to work independently, meet deadlines, and multi-task while maintaining quality standards.
• Ability to learn and support new applications and have strong problem solving, documentation, and research skills.

REQUIRED QUALIFICATIONS:

• Minimum of 1 year of Information Technology experience required.

• Available to travel and to work evenings or weekends as needed required., * Associate's degree in Computer Science, related field, or equivalent is preferred.

• Helpdesk applicable support certifications, Windows certifications, or CompTIA A+ certification preferred.

• Experience with ticketing systems (e.g., ServiceNow, JIRA, Zendesk), remote support tools (e.g., TeamViewer, Beyond Trust), and monitoring tools (e.g. SolarWinds, Splunk) preferred.

• Other Duties: This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times and as determined by a supervisor in order to meet the needs of the organization.

• Serves as a role model in carrying out activities and behaviors that reflect the values and principles of the Boys Town mission.

PHYSICAL REQUIREMENTS, EQUIPMENT USAGE, WORK ENVIRONMENT:

• Position requires moderate physical activity handling average weight objects 20 pounds and up to 50 pounds on occasion in a normal office administrative environment involving minimum exposure to physical risks. Will use office equipment such as a computer/laptop, monitor, keyboard, and a general workstation set-up.

Care and respect for others is more than a commitment at Boys Town - it is the foundation of who we are and what we do. At Boys Town, we cultivate a culture of belonging for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better business results. About Boys Town: Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference. Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. A unique feature for employees and their dependents enrolled in medical benefits are reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location. Additional costs savings for the employee and their dependents are found in our pharmacy benefits with low to zero-dollar co-pays on certain maintenance drugs. Boys Town takes your mental health seriously with no cost mental health visits to an in-network provider. We help our employees prepare for retirement with a generous match on their 401K or 401K Roth account. Additional benefits include tuition reimbursement, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life.