Service Desk Specialist I

The Service Desk Specialist I boosts productivity by solving challenging technical issues. This role requires advanced technical skill and creative problem-solving to handle complex and new system failures. REPORTS TO The Service Desk Specialist I reports to the IT Support Manager in the IT department. ESSENTIAL DUTIES The essential duties for this role include, but are not limited to:

• Create new hire boxes if needed. Setup and troubleshoot new hire classes.

• Triage and own the incoming queue to quickly resolve complex hardware, software, and SaaS integration issues identifying root causes and solving problems.

• Participate 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.

• Champion the team's internal and external knowledge bases. Write clear, action-oriented technical documentation designed to enable end-user self-service and power automatic ticket-deflection mechanisms.

• Install 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.

• Leverage approved Generative AI and low-code/no-code platforms to accelerate troubleshooting and continuously scale personal technical throughput. ROLE COMPETENCIES The competencies for this role include, but are not limited to:

• Ability to think through a problem from multiple viewpoints thinking critically and showing the ability to identify root causes.

• Teachability, in technical, and customer service areas. Including systems thinking and curiosity.

• Technical resourcefulness and AI fluency.

• Technical documentation and Knowledge synthesis.

• Exemplify the desired culture and philosophies of the organization.

The requirements to fulfill this position are as follows:

• Degree not required / 1-3 years related experience
• Customer service experience.
• Experience with Hardware/Software troubleshooting.
• CompTIA A+ certification is a plus.

• Competitive compensation Medical, Dental and Vision benefits after a short waiting period
• 401k matching program
• Generous paid time off program with an additional company break during the holidays
• Annual Volunteer Time Off (VTO) and a donation matching program
• Life Insurance Employee Assistance Program (health & well-being on and off the job) Rewards and Recognition
• Maternity and Parental Leave Training program and ongoing support throughout your entire Spring Venture Group career
• Diverse, inclusive & welcoming culture
• Optional enrollment options include HSA/FSA, AD&D, Spousal/Dependent life insurance, Short Term/Long Term Disability, Travel Assist, and Legal plans Spring Venture Group is an Equal Opportunity Employer Spring Venture Group is an Equal Opportunity Employer