IT Service Desk / Help Desk Technician

The Service Desk is a fast-paced environment that operates 24/7 to support our enterprise. Our Service is responsible for acting as the first point of contact for Enterprise Technology Services (ETS), where we strive to resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests wherever necessary. Our vision is to provide customers with a service-oriented, single point of contact within ETS for issue resolution and request fulfillment. Our mission is to extend superior member-centric service commitment to employees by addressing IT issues, striving for first-contact resolution whenever possible, timely escalation, and management of incidents and service requests to enable employees to serve members around the globe.

We seek innovative individuals who can react to a fast-paced environment to leverage and stretch certain skill sets to help us reach a common goal. We are looking for someone who can pivot when needed, multitask, and work in various systems/applications to help promote customer satisfaction.

Responsibilities

Respond to inbound calls daily to provide technical support/troubleshooting

Provide support via web queues, outbound interactions, and emails

Leverage resources to resolve technical issues timely

Use PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activities

Escalate requests outside of your scope when necessary

Attend weekly staff/mentor meetings

Remain cognizant of adherence to help promote business unit success

Adhere to ETS practices, policies, and procedures

Perform other related duties as assigned or appropriate

Knowledge and understanding of the information technology field

Basic skill troubleshooting and resolving technical problems

Exposure to enterprise systems and IT terminology

Exposure to solving routine or standard administrative, operational, or system problems and issues

Effective verbal and written communication skills

Ability to leverage finesse/soft skills when interacting with end users

Basic organizational, planning, and time management skills

Ability to handle multiple tasks simultaneously with a high degree of accuracy

Ability to work independently and in a team environment

Desired - 3+ years of Tier 1 support and capabilities or similar

Desired Call Center or front-line customer support experience

Desired - Knowledge of operations, policies, and procedures

Desired - Knowledge of ITIL (Information Technology Infrastructure Library)

Desired - Previous customer service in a fast-paced environment

Desired - Familiar with ticketing software (ServiceNow) would be a plus