Job Title: IT Service Desktop Specialist
Department Name: IT
Date of Position Review: January, 2018
FLSA Classificcation: Exempt
The IT Service Desktop Specialist will be responsible for providing the first-level contact for incoming issues with second-level technical knowledges. The role is responsible for the support and troubleshooting of enterprise end user systems such as Windows 10, Server 2003/2008/2012, TCP/IP, DNS, DHCP, and FTP, to include basic printer, software, peripheral and technical troubleshooting and repair.
III. Essential Functions & Responsibilities
Provisioning of user accounts, assigning permissions and granting network share access. Additional responsibilities will include the preparation and deployment of new computer systems to end-users. Enterprise tool sets will be leveraged for the provision of user system as well as documenting end user issues. Interfaces with users, employing a high degree of tact and diplomacy, while providing superior customer service and timely incident resolution. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
2-3 years or more related experience and extensive PC hardware/software, Ethernet and Windows experience required. Experience with Apple Macintosh, and UNIX/Linux plus. Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction with Clients, Good Language and Communications Skills, Problem-Solving, Relevant Certifications such as Microsoft/Comptia and Cisco, Good Understanding of Computer Support and Troubleshooting, Knowledge of Windows 10, MS Office 2013, JIRA, HelpDesk Ticketing System, Acronis, SEP, Cisco Call Manager, Mac OSX, Windows Server products and/or Apple Operating Systems, Ability to Work in a Team, Ability to Prioritize Projects
Physical Demands (Performance of the essential duties of this position includes the following physical demands and/or working conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Must be able to lift 25 lbs
Working Environments (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)
Work is generally performed in an office environment and the noise level is usually moderate. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.
This job description is not intended to be an exhaustive list of duties, knowledge, skills, abilities, or requirements, as any one position in this classification may be assigned some or all of these duties, in addition to other duties not explicitly listed here. The various duties, responsibilities and/or assignments of this position may be unevenly balanced and changed from time to time based upon matters such as, but not limited to, variations in shift schedules, work demands, seasons, service levels and management’s decisions on how to best allocate department resources. Any shift, emphasis or rebalancing of these assigned duties, responsibilities and/or assignments does not constitute a change in the job classification.