Service Desk Specialist I or II

Job Functions

40% - Technology Support Provides support to internal customers via phone, email, or chat regarding issues with company provided computers, printers, scanners, software applications and related items. Monitors the service desk ticket management system for incidents and requests and processes based on priority and technical needs Clarifies and resolves issues, escalating issues to other team members as necessary Monitor's application system error logs and processes document move and delete request

30% - Technology Installation Configures, installs and tests new workstations, peripheral equipment and software Printer and scanner configuration, installation, firmware updates and support Mobile Device Management:
Configures, installs and troubleshoots iPads and iPhones

15% - System Access and Configuration Creates, updates and terminates employee access to systems and buildings Ensures workstations, peripherals, mobile devices and operating system/application software are properly configured

10% - Documentation and Business Reporting Runs monthly security report(s) and reviews for accuracy Creates, updates and maintains IS and end-user job aids, knowledge articles and checklist

5% - Equipment Disposal Ensures appropriate computer is received for disposal Destroys information on the hard drive and confirms destruction of data Keeps inventory list updated with transfers and disposals

n/a - Other duties as assigned to meet the needs of the organization.

* Essential Functions for this position consist of all items listed under any category that make up 5% or more of the job duties. This job description is subject to change without notice.

• Associate's degree in Information Services/Technology, Computer Science, or equivalent degree and two (2) years of experience.
• 2 years of experience supporting technology
• Or an equivalent combination of education and experience sufficient to perform the essential functions of the job

• Working knowledge of processes and tactics used to troubleshoot issues related to technology
• Working knowledge of Microsoft Active Directory and Entra
• Basic skills in troubleshooting, installing, configuring and repairing hardware and software
• Skills with Microsoft Office 365 products to increase efficiency and/or effectiveness
• Working knowledge to set up and troubleshoot printers and scanners
• Windows Desktop Operating Systems (Windows 11)
• Skill in listening and conveying awareness of a customer's problem or issue to find resolution
• Skill in utilizing time in an efficient and effective manner
• Oral and written communication skills; sufficient to exchange information effectively with peers, customers and supervisor
• Responsible to appropriately protect the confidentiality, security, and integrity of the Association's systems and data and clients' data