Service Desk Specialist

Overview

Are you a self-starter who takes initiative to resolve issues? Information Technology at Boys Town is where innovation and technology come together to make us one of the best by delivering game-changing, technology-driven business models and staying ahead of industry trends. As the Service Desk Specialist, you will be a part of the first level on-site triage team to resolve technical issues for Boys Town users.

Schedule:

TBD. Must be able to take call and work nights and weekend rotations.

Applicants must be currently authorized to work in the United States on a full-time basis. We are not offering sponsorship to applicants for employment visa status.

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 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.

• Minimum of 1 year of Information Technology experience required.
• Available to travel and to work evenings or weekends as needed required.

• 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.

• 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.

Boys…