Job Description

OVERVIEW

The Service Desk Specialist I is responsible for supporting the productivity of company staff by ensuring they have the proper and functioning IT equipment, and timely resolving or escalating issues as they arise.

ESSENTIAL DUTIES

The essential duties for this role include, but are not limited to:

• Create new hire boxes if needed. Setup and troubleshoot new hire classes

• Monitor tier 1 ticketing que to ensure timely resolution of problems while ensuring that customers are satisfied. Verify tickets get linked to the correct boards for resolution

• Participate in the incident response process which involves investigating and troubleshooting issues, communicating key findings, and resolving issues; communicate in chat for direction as needed

• Help test, facilitate and assist in projects with provided instruction as they arise

• Maintain and update company processes, procedures, system standards, documentation, knowledge base articles, and other resources related to the Service Desk

• Install and support office audio and visual equipment.

• Participates in training and professional development sessions.

• Accurately and effectively communicates pertinent information to the appropriate stakeholders.

• Participate in on-call rotations and triage or resolve critical issues that come up outside of standard working hours along with workroom duties

• Demonstrates curiosity in customer service, proactively seeking improvements and questioning existing methods to find better solutions.

• Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities.

ROLE COMPETENCIES

The competencies for this role include, but are not limited to:

1. Ability to think through a problem from multiple viewpoints.

2. Teachability, in technical, and customer service areas.

3. Exemplify the desired culture and philosophies of the organization.

Qualifications

Education/Experience:

• Degree not required / 1-3 years related experience

Skills/Specialties:

• Customer service, Hardware/Software troubleshooting

Certifications/Licenses:

• Optional, CompTIA A+

Additional Information

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements:

• Competitive Compensation
• Medical, Dental and vision benefits after a short waiting period
• 401(k) matching program
• Life Insurance, and Short-term and Long-term Disability Insurance
• Optional enrollment includes HSA/FSA, AD&D, Spousal/Dependent Life Insurance, Travel Assist and Legal Plan
• Generous paid time off (PTO) program starting off at 15 days your first year
• 15 paid Holidays (includes holiday break between Christmas and New Years)
• 10 days of Paid Parental Leave and 5 days of Paid Birth Recovery Leave
• Annual Volunteer Time Off (VTO) and a donation matching program
• Employee Assistance Program (EAP) - health and well-being on and off the job
• Rewards and Recognition
• Diverse, inclusive and welcoming culture
• Training program and ongoing support throughout your Venture Spring Venture Group career

Security Responsibilities:

• Operating in alignment with policies and standards
• Reporting Security Incidents Completing assigned training
• Protecting assigned organizational assets

Spring Venture Group is an Equal Opportunity Employer