Service Desk Specialist

Position summary: 

The Service Desk Specialist I is responsible for fielding desktop support requests and resolving issues for business end-users while providing excellent customer service and a helpful demeanor. Professionalism is required in all communications and interactions. Support requests may range from software questions with specific business applications and Microsoft products; to hardware questions with desktops, laptops, mobile devices and peripherals including laptop docks, external screens, and headsets; and network or application connectivity issues. In addition, the Service Desk Specialist I will be responsible for helping to manage the current inventory of hardware and software and the imaging of laptops and their distribution to employees in office and remote.

Qualifications required: 

• Two (2) year college degree or equivalent work experience and technical training
• Two (2) or more years desktop support in a corporate PC / Technology Group service desk environment
• Two (2) or more years supporting wired/wireless LANs and connecting small workgroup PC’s and printers
• Experienced in performing on-site analysis, diagnosis, and resolution of complex desktop computer problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users

Qualifications desired: 

• Hands-on experience managing and maintaining Entra ID, Microsoft Intune, Windows Desktop OS, Office 365, Microsoft Exchange, Microsoft SharePoint, VOIP, PowerShell Scripting, and configuring and supporting Mobile devices (Android and iOS), printers, video conferencing, and A/V equipment
• A+, Network+, MTA, MCSA certifications
• Experience supporting Cloud-based phone systems, ITSM and ticketing solutions, Azure, Microsoft Defender, and Mimecast

Essential functions and responsibilities:

• Serve as the first point of contact for desktop support related issues
• Utilize each end-user support request as an opportunity to resolve the current issue at its root cause - not just remedy the symptom - and train the end-user if applicable
• Resolve desktop and laptop hardware issues as well as troubleshoot software application and connectivity issues
• Follow-up with support clients to ensure issue resolution
• Escalate unresolved issues to appropriate Service Desk teams
• Build, configure, ship, and support laptop hardware and related equipment for new hires
• Manage the configuration of new and existing desktop and laptop hardware
• Document all support requests and their resolution in the support ticket system for historical tracking purposes and to drive content for cross-training of other team members
• Maintain hardware and software standards across the entire organization
• Provide input and support to the infrastructure team on projects
• Research, drive, and assist with other desktop and corporate-level projects as assigned
• Travel and work independently to provide necessary services across all locations
• Collaborate and coordinate with cross-functional teams on front office system support as necessary
• Maintain a clean work environment in all office areas, especially those that are off limits to custodial staff
• Perform additional duties as requested by management

Success factors/job competencies:

• Commitment to organizational core values:  Integrity, Compassion and Excellence
• Excellent analytical, organizational and multitasking skills
• Ability to make independent decisions while exercising good judgment and upholding confidentiality
• Professional communication and active listening skills
• Strong interpersonal skills within a service environment
• Remarkable conflict resolution and problem-solving skills
• Knowledge of telephony and computer hardware
• Knowledge of computer software including MS Office, Entra ID, Microsoft Exchange, Microsoft Intune, and other Service Desk-related applications
• Accuracy and attention to detail while meeting daily deadlines
• Ability to think logically to troubleshoot, analyze situations, and make sound decisions
• Proficiency in providing remote desktop support both over the phone and using remote support software
• Knowledge of hardware and software inventory systems
• Desire to learn and develop a basic understanding of the medical staffing industry

Physical demands and work environment:

• Moderate sitting, standing and reaching, lifting of up to fifty (50) pounds
• Must have use of sensory skills to effectively communicate and interact with other employees and the public through use of the telephone and face to face contact; regularly utilize written and verbal communication skills, including active listening and speaking clearly and concisely
• Must have the capability to effectively use and operate office equipment such as computers, copiers, and network switches and to manipulate objects utilizing manual dexterity and hand/eye coordination

Reservation of rights: 

Essential functions contained within this job description are listed above; they are subject to change at any time with or without notice due to reasonable accommodation or other reasons set forth by management. 

Ingenovis Health is an Equal Opportunity Employer

Compensation Range

Benefits include: health, dental, vision, FSA/HSA, company-paid life insurance, 401K with discretionary match, paid time off, paid parental leave, and tuition reimbursement.