Senior Service Desk Specialist

The Senior Service Desk Specialist is responsible for providing computer and network support and will install, configure, maintain, test and resolve IT related issues. This includes issues for desktop and laptop computers, mobile devices, software, printers and associated hardware. This individual will monitor, track, assign and complete incoming requests utilizing the IT Service Desk work order system ServiceNow, while determining priorities and analyzing technology trends. This individual provides technical support for local and remote meetings, including the setup of laptops, projectors, video conference cameras and other hardware and software installation. Additionally, this individual provides remote after-hours support via PagerDuty as part of an on-call rotation.

• a bachelor’s degree required, preferably in information technology or related field

• a minimum 3 - 4 years of recent, demonstrated hands-on computer Service Desk

experience, or an equivalent combination of technical education certification and

experience

• proficiency in supporting and diagnosing technical issues with computer hardware, mobile devices, local area networks, network printing and related software, including Microsoft Windows 11, Microsoft Office 365, OneDrive, LogMeIn Rescue, remote access, virtual meeting platforms including Zoom and Teams, Active Directory, Microsoft Entra, Microsoft Intune and Salesforce

• the ability to manage and deploy images and applications to all Board user devices through Microsoft SCCM and Microsoft Intune

• the ability to maintain equipment and Service Desk supply inventories in compliance with team procedures to ensure continued services, including researching Service Desk purchases, providing budget support and minimizing the risk of loss or theft of equipment and supplies

• the ability to create, support, and maintain an up-to-date knowledge management system containing procedures, guidelines, documentation and support articles for our ServiceNow self-service portal;

• excellent oral, written, and interpersonal communications skills

• excellent analytical and technical problem-solving ability, with attention to detail and accuracy

• an ability to work independently on multiple assignments, following each through to closure

• an ability to work as part of a highly motivated and effective team

• the ability to participate in an after-hours on-call support rotation, providing remote support through the PagerDuty application

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance