Service Desk Specialist

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.

• Provide timely support for the entire user community through multiple channels such as telephone, self‑service requests, and in‑person walk‑ins
• Create a positive end‑to‑end customer experience and serve as a single point of contact
• Track customer interactions via ticketing system and communicate professionally both verbally and in writing
• Identify root causes and find solutions to common IT issues related to hardware, software, networking, configuration, operation, and printing
• Assist with user account management and dual authentication services
• Adhere to and support organizational and departmental standards, policies, and procedures
• Maintain and protect confidentiality of all information
• Participate in identifying the need for, creating, and reviewing support documentation and processes
• Collaborate with other IT professionals or departments, when necessary, to resolve escalated issues in a positive manner

• Knowledge of hardware, software, operating systems (especially Windows & macOS), and networking concepts
• Familiarity with services such as 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 effectively with individuals at all levels within the organization, both verbally and in writing
• Ability to explain technical issues to non‑technical users
• Ability to work independently, meet deadlines, and multi‑task while maintaining quality standards
• Strong documentation and research skills; able to learn and support new applications

• Minimum of 1 year of Information Technology experience
• Availability to travel and to work evenings or weekends as needed
• Applicants must be authorized to work in the United States on a full‑time basis; no sponsorship will be offered
• Position is on‑site

• Associate’s degree in Computer Science or related field, or equivalent
• Helpdesk applicable support certifications, Windows certifications, or CompTIA A+ certification
• Experience with ticketing systems (e.g., Service Now, JIRA, Zendesk)
• Experience with remote support tools (e.g., Team Viewer, Beyond Trust)
• Experience with monitoring tools (e.g., Solar Winds, Splunk)

Other duties may be required and assigned by a supervisor as needed to meet the needs of the organization.

Moderate physical activity required, handling average weight objects 20 pounds and up to 50 pounds on occasion. Work takes place in a normal office environment with minimal exposure to physical risks.

Boys Town is an equal employment opportunity employer and participates in the E‑Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. For disability‑related accommodation requests, contact 1‑877‑639‑6003.