Service Desk Specialist

Service Desk Specialist page is loaded## Service Desk Specialist locations:
Omaha, NEtime type:
Full time posted on:
Posted Todayjob requisition :
REQ
- Schedule:

TBD  Must be able to take call and work nights and weekend rotations.##
** MAJOR RESPONSIBILITIES & DUTIES:**## ##
** Provides timely support for the entire user community through multiple channels such as the telephone, self-service requests, and in person walk-ins.*** ## Creates a positive end-to-end customer experience and provides a single point of contact.* ## Tracks customer interactions via ticketing system and exhibits professional communication both verbally and in writing.* ## Identifies and determines root causes and finds solutions to common IT issues related to hardware, software, networking, configuration, operation, and printing.
* ## Assists with user account management and dual authentication services.* ## Adheres to and supports organizational and departmental standards, policies, and procedures. Maintains and protects confidentiality.* ## Participates in identifying the need for, creating, and reviewing support documentation and processes.* ## Collaborate with other IT professionals or departments, when necessary, in a positive manner to resolve escalated issues.## ##
** KNOWLEDGE, SKILLS, AND ABILITIES:*** ## Knowledge of hardware, software, operating systems (especially Windows & macOS), and networking concepts.* ## Familiarity with services like 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 with individuals at all levels within the organization in an articulate, professional manner.
* ## Ability to clearly explain technical issues to non-technical users, both verbally and in writing.* ## Ability to work independently, meet deadlines, and multi-task while maintaining quality standards.* ## Ability to learn and support new applications and have strong problem solving, documentation, and research skills.## ##
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* REQUIRED QUALIFICATIONS:

*** ## Minimum of 1 year of Information Technology experience required.* ## Available to travel and to work evenings or weekends as needed required.## ##
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* PREFERRED QUALIFICATIONS:

*** ## Associate's degree in Computer Science, related field, or equivalent is preferred.* ## Helpdesk applicable support certifications, Windows certifications, or CompTIA A+ certification preferred.* ##

Experience with ticketing systems (e.g., Service Now, JIRA, Zendesk), remote support tools (e.g., Team Viewer, Beyond Trust), and monitoring tools (e.g. Solar Winds, Splunk) preferred.* ## Other Duties:
This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times and as determined by a supervisor in order to meet the needs of the organization.* ## Serves as a role model in carrying out activities and behaviors that reflect the values and principles of the Boys Town mission.##

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** PHYSICAL REQUIREMENTS, EQUIPMENT USAGE, WORK ENVIRONMENT:*** ## Position requires moderate physical activity handling average weight objects 20 pounds and up to 50 pounds on occasion in a normal office administrative environment involving minimum exposure to physical risks.  Will use office equipment such as a computer/laptop, monitor, keyboard, and a general workstation set-up.
* Care and respect for others is more than a commitment at Boys Town – it is the foundation of who we are and what we do.
** At Boys Town, we cultivate a culture of belonging for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.
*** About Boys Town:
** Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in…