Service Desk Specialist

at  SMEnergy Company

POSITION SUMMARY

Answers first tier “initial contact” support calls as well as escalated second tier support calls for all IT related issues. The position performs typically performs analytical, technical and administrative work in the support of technology services. Work can be software, hardware or network related. Coordinates with business users to resolve issues and restore technology services. Actively confers with business users to determine hardware and software issues and requirements within the confines of existing IT policy and procedures.
Additionally, this role may include primary IT Admin tasks related to Identity and Access Management (IAM) and user provisioning. Responsibilities include managing user accounts, permissions, and access rights to ensure secure and efficient access to systems and data. Specific tasks included are setting up new user accounts, modifying existing accounts, and deactivating accounts as necessary. Ensures compliance with security policies and procedures related to IAM.

EDUCATION

Associate or bachelor’s degree in related field is preferred.

TYPICAL EXPERIENCE

0-2 minimum work experience.

ESSENTIAL ROLES AND RESPONSIBILITIES

• Maintain high level of customer service as defined by IT Leadership and displays good interpersonal and written/verbal communication skills.
• Monitor and Maintain awareness of the incoming requests for end-user support
• Investigate and provide support for all incoming requests from end-users
• Thoroughly document troubleshooting and investigative activities
• Document all changes to security and critical systems
• Collaborate with the team to respond to incoming support requests within defined Service Level Targets
• Demonstrate flexibility and do what’s needed to meet and/or exceed customer expectations
• Collaborate with team members to identify potential system-wide issues, document and escalate appropriately
• Coordinate communication on major issues between the Service Desk, Infrastructure, Applications Teams, and the End-user
• Provide administrative and technical support to the Infrastructure and Applications teams on projects and outages
• Actively pursue learning opportunities to expand knowledge and understanding of supported systems
• Provide end-user training as it pertains to supported hardware and software
• Provide guidance to other IT Specialists on the proper handling and documentation of support requests
• Maintain a relationship with end-users and end-user groups in order to provide effective support
• Work with end-users to provide appropriate IT business solutions to qualifying business needs
• Available to work on-call rotation for after-hours user support
• Communicate effectively across all levels of the organization as needed to respond to end user requests
• Provide accurate, thorough solutions with a strong attention to detail
• Perform multiple tasks simultaneously and prioritize responsibilities