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Job Purpose
The Service Desk Specialist applies technical knowledge to assist users with computer problems, and monitors and analyzes the performance of platforms. The Service Desk Specialist provides technical support including hardware troubleshooting and diagnosis, software troubleshooting and installation, and information gathering to provide business solutions to keep employees and their technology operating efficiently. The Service Desk Specialist regularly resolves 80% or more of all requests presented by the customer.
Essential Competencies:
* Critical Thinking Skills (Problem Solving)
* Communication Skills (Approachability)
* Relationship Skills (Service)
Essential Functions - must be able to perform with or without a reasonable accommodation
Identifies, analyzes, and solves technical problems.
Responds to customer problems and complaints with patience and professionalism.
Research, diagnose, troubleshoot, and solve issues for users.
Manage critical customer escalations and communication between customers and internal
teams.
Assesses performance of systems and makes recommendations for change based on
organizational needs and goals.
Utilizes monitoring tools to detect and report on system performance.
Communicates updates in a timely and thorough manner to users that have been or may
be affected by a problem.
Utilizes IT Service Management software to manage workload, track progress, and
communicate updates to customers.
Manages time effectively, while multi-tasking, to ensure response times are quick and
effective.
Coordinates with both external vendors and internal support teams on the repair, training, or
service of hardware and software.
Non-Essential Functions
Performs other duties as assigned
Required Education, Licenses & Experience
* Bachelor's degree in a technology-related field or equivalent experience.
* A minimum of 2-4 years' related job experience.
* Performs work under minimal supervision.
* Handles complex issues and escalates when necessary.
* Possesses comprehensive knowledge of hardware, software, processes, and troubleshooting.
* Being consistently approachable, open to direct and truthful feedback; building trust and
authentic professional relationships.
* Focuses on meeting needs and exceeding expectations for those inside and outside the
organization.
* Helps to establish and improve processes and procedures.
* After-hours availability as-needed for projects and resolving production-impacting issues.
Preferred Education, Licenses & Experience
* A+, Network+, Security+
* Microsoft 365 Administrator
* Microsoft 365 Endpoint Administrator
* Knowledge of scripting languages such as PowerShell, Python, Power Automate, etc.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.
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