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Service Desk Specialist

Company: Grace Christian University
Location: Grand Rapids
Posted on: February 23, 2021

Job Description:

SummaryThe Service Desk Specialist provides high-level customer service to Information Technology customers for computers, applications, systems, devices, access needs, provides primary service desk support, identifies, researches, and resolves technical problems of moderate complexity. The Service Desk Specialist also responds to telephone, email, online requests for technical support, and consults with the IT team on any issues and advice on efficiency controls and potential fixes. Essential Duties

  • Provide technical support to customers by troubleshooting, researching, answering questions, and maintaining workstation
  • Document all customer interactions and resolutions in CRM solution
  • Manage Help Desk tickets in a timely manner
  • Run diagnostics to resolve customer issues
  • Support password self-service module
  • Setup user accounts and assure correct access to IT systems; update user access to IT systems as needed
  • Configure and setup customer workstations --- Install new hardware and software and train customers on its use--- Remove viruses, malware, and other damaging programs from desktops--- Troubleshoot, diagnose and resolving hardware, software, WIFI and network hardware components --- Escalates issues as necessary --- Coordinate with the IT team, remote employees, vendors and contractors to ensure system availability --- Offer suggestions for possible upgrades and changes within the IT department--- All other duties as assigned by the supervisor Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • Education/ Experience -
    • Bachelor's Degree in Information Technology, Computer Science or related field preferred
    • Industry certifications and memberships a plus
    • 1-3 years' technical support experience -- Computer Skills -
      • Experience with Microsoft Operating Systems
      • Experience with WIFI networks
      • Knowledge of network infrastructure (LAN/WAN, Firewalls, Switches, Access Points, Fiber and UTP Cable Infrastructure) preferred
      • Ability to accurately and efficiently perform required technical tasks and learn new technology quickly
      • Ability to create, read, and comprehend procedure manuals-- Communication Skills - o Skilled to communicate in a manner that is courteous, respectful, and professional
        • Ability to use cultural intelligence to interact effectively with a culturally diverse population and a variety of stakeholders, students, alumni, administrative staff, etc.
        • Excellent written, oral, and interpersonal communication skills, void of jargono Proven capabilities in establishing appropriate professional rapport with courtesy and tact; listening effectively and accurately to determine others' needs; collecting necessary information; following through appropriately; and handling escalating situations with concern and confidence-- Comprehensive Skills -
          • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
          • Ability to write reports, business correspondence and procedure manuals-- Decisiveness/Reasoning -
            • Skilled to define problems, collect data, establish facts, and draw valid conclusions, collaboratively with others to come to a reasonable resolution
            • Capable of approaching new ideas or challenges with a sense of possibility, openness, and positivity with highest consideration for organizational priority-- Self-Sufficient/ Team Player -o Must display the ability to be a team player, yet have the self-driven to work independently, take initiative, and perform with minimal supervision
              • Express genuine interest in the team's well-being, and proactively model organizational customs, beliefs, and values-- Physical Demands - o A minimal amount of travel is required as needed for updates and professional developmento While performing the duties of this job, the employee is regularly required to sit, and use hands to typeo The employee frequently is required to reach with hands and arms and talk and hearo The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch or crawl o The employee may frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 poundso Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus -- Acknowledge Jesus Christ as personal Lord and Savior and demonstrate personal maturity and godliness, growing in conformity to the image of Christ. -- A genuine interest in the ongoing success of Grace Bible College and the support of the mission statement of "Graduating Godly Individuals Prepared to Serve Christ in Church and Society."

Keywords: Grace Christian University, Grand Rapids , Service Desk Specialist, Other , Grand Rapids, Michigan

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