IT Service Desk Specialist

Renuity is looking for a IT Service Desk Specialist to join our team here in Madison! The IT Service Desk Specialist is a key member of the Renuity Service Desk team, responsible for delivering entry-level to intermediate-level support to end users across the enterprise. This role is essential in assisting various divisions and geographic locations with their IT-related inquiries and issues.

The IT Service Desk Specialist will work closely with users to diagnose and resolve technical problems, ensuring high levels of customer satisfaction.

What You’ll Do:

• Exceptional Customer Service

  • Deliver the highest level of exceptional customer service throughout every customer interaction

  • Respond promptly to service requests and incidents, ensuring timely and effective resolution

• Problem Determination and Resolution

  • Conduct initial problem diagnosis, providing accurate troubleshooting for incidents and service requests related to supported software, hardware, and technology infrastructure

• Information Collection and Communication

  • Gather relevant information using organizational tools, customer conversations, and support tools

  • Communicate with customers through various channels (phone, email, chat) to ensure clarity and understanding

• Escalation Management

  • Escalate complex issues swiftly when necessary, ensuring that unresolved tickets are addressed within established timelines

  • Document detailed, meaningful notes in the ticketing system for reference by other support staff and escalation teams

• Incident and Request Prioritization

  • Adjust priority levels appropriately based on incident criticality and service level agreement (SLA) compliance

  • Accurately categorize incidents and requests for effective logging and tracking

• Customer Relationship Building

  • Foster a positive customer support experience by understanding customer problems and ensuring timely resolutions or escalations

  • Provide ongoing communication regarding progress updates with a professional demeanor

• Technical Support Proficiency

  • Support operating systems including Windows, MacOS, iOS, and iPadOS, ensuring users receive comprehensive assistance

• Compliance with Corporate Policies

  • Adhere to corporate policies and procedures to guarantee compliance across all support activities

• Local Service Desk Contact

  • Act as the primary local contact for the Service Desk within the collocated division, addressing technology-related requests and inquiries

• Collaboration and Team Participation

  • Engage actively in Technology Services team meetings, collaborating with peers to enhance service delivery and team effectiveness

  • Contribute to providing technology services and project support across all Renuity divisions and locations

What You’ll Bring:

• Technical degree in information systems, computer science or related field

• 1+ years of information technology experience

• Supporting Windows, macOS, iOS, and iPadOS

• Knowledge of M365, Teams, SharePoint, One Drive

• Communication
  
  Skills:
  
  Strong verbal and written communication abilities necessary for effective customer interaction

• Technical Knowledge:
  Proficiency in troubleshooting and resolving issues related to software and hardware

• Problem-Solving
  
  Skills:
  
  Ability to quickly identify issues and develop effective solutions

• Customer-Centric Mindset:
  Commitment to fostering positive customer relationships and enhancing user experience

• Collaboration:
  
  Willingness to work as part of a team and contribute to group objectives

What We Offer:

• Full benefits package including health, vision, dental and 401k match up to 6%

• PTO and holidays

• Career Advancement

About Renuity
Renuity, headquartered in Charlotte, NC, is a leading home improvement services business with a rapidly expanding national footprint. Renuity currently operates across 36 states and has created hundreds of…