IT Service Desk Specialist

Job Summary:

Shift hours are Wednesday - Saturday from 6:00am - 4:30pm

Provides 24/7 end-user computer support of Information Technology (IT) networks, software applications and hardware via phone, e-mail, and on-site. Support one hundred plus applications, both stand alone and network based, on seventy plus network servers contained in a predominantly Microsoft TCP/IP network. Take ownership of all incomming Incidents/Requests, and serve as the primary level of escalation. Accurately document, categorize, and prioritize incomming Incidents/Requests to ensure a prompt recovery within the specified Service Level Agreement. Escalate critical situations to the appropriate staff and initiate a conference call or bridge communication between involved parties if necessary. Monitors alerts from critical systems and takes action to ensure stability and uptime. Runs and monitors various system backups and conducts the daily backup tape rotation. Images and deploys desktop computers as a part of the life cycle process.

Job Duties:

1. Builds rapport and elicits details from end users regarding requests. Answers, evaluates, and prioritizes incoming requests for assistance around existing technologies. Identify core issues and try to resolve. Prioritizes and schedules requests. Escalate (when required) to the appropriately IT resource. Use documentation standards to record information pertaining to requests, to include mitigation, source issues to rectify, and action items to build knowledge base.
2. Familiarize with supported hardware and software. Monitors and maintains daily IT stability and security, and routine technology tasks. Installs equipment and software. Execute systems add/move/changes based on defined procedures and access. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems.
3. Provides assistance to other IT team members as needed. May require flexible schedules for a 24/7 business operation.