Service Desk Specialist

Position Overview

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. This role is responsible for troubleshooting hardware, software, and network-related concerns, resolving incidents, and providing exceptional customer service in a fast‑paced environment.

Applicants must be currently authorized to work in the United States on a full‑time basis and are not eligible for sponsorship for visa status. The position is on site.

• 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 serves as a single point of contact.
• Tracks customer interactions via a 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, maintaining confidentiality.
• Participates in identifying the need for, creating, and reviewing support documentation and processes.
• Collaborates with other IT professionals or departments, when necessary, in a positive manner to resolve escalated issues.

• Knowledge of hardware, software, operating systems (especially Windows and 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 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 possess strong problem‑solving, documentation, and research skills.

• Minimum of 1 year of information technology experience.
• Available to travel and to work evenings or weekends as needed.
• Currently authorized to work in the United States (no sponsorship).

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

• Position requires moderate physical activity, handling average weight objects 20 pounds and up to 50 pounds on occasion in a normal office administrative environment with minimal exposure to physical risks. Use of office equipment such as computer/laptop, monitor, keyboard, and general workstation set‑up.

• Employee benefits include optional no‑cost mental health visits, medical benefits, retirement plan match, tuition reimbursement, parenting resources, and professional development opportunities.

This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. 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.

To request a disability‑related accommodation in the application process, contact us at 1‑877‑639‑6003.