The Service Desk Specialist Lead works under minimal supervision and is accountable for customer engagements related to service requests, incidents, and escalations where first-contact resolution is impossible. Is proficient in various processes or procedures through job-related training and considerable on-the-job experience. Contribution and maintaining a current knowledge base are of high importance. Trains Service Desk Specialist I/II/III on processes and procedures. Assist IT Support Manager with workload. Acts as an informal resource to team members with less experience
Headquartered in Fort Worth, TX, TTI, Inc. is the world's leading authorized distributor of passive, connector, electromechanical, and discrete components. Celebrating more than 50 years, this Berkshire Hathaway company is ever-growing and has over 100 locations in North America, Europe, and Asia! Join a winning team in a growing global organization!
JOB DUTIES

• Delivers internal team support consisting of peer-to-peer assistance for the Service Desk Specialist I/II/III with guidance on issue resolution.
• Utilizes increased access and security to resolve complex issues during the first call and escalations.
• Mitigates concerns for escalated callers when appropriate to de-escalate. Escalates to IT Support Manager based on event to ensure customer's needs are met.
• Completes non-phone requests such as self-service incidents and requests, desk-side support, which includes imaging, deployment, and retrieval of equipment, and conference room support.
• Responsible for creating and maintaining knowledge base articles for end users and internal SOPs for the Service Desk.
• Provides a High Level of customer satisfaction and quality.
• Ensures timely response to incidents by following up and updating tickets with relevant and accurate information as incidents ae reported. Transfers incidents to manager if not able to resolve. Documents and tracks incident status until closed or resolved while keeping upper management informed.
• Development and training of the less experienced members of the Service Desk Team.
• Recognized as the point of contact when the IT Support Manager is not available.
• Follows standard procedures for work completion and/or updates as appropriate and meets or exceeds identified metrics that support Service Desk SLAs, KPIs, and SOPs.
• Other duties as assigned.

EDUCATION & EXPERIENCE

• High School Diploma or GED required. Associate degree in a related field preferred. 3 to 4 plus years of related experience required.

REQUIRED SKILLS & CERTIFICATIONS

• Proficient in desktops, laptops, thin-clients, and printers.
• Strong Knowledge of IT Service Management principles preferred.
• Knowledge of Citrix technologies preferred.
• Strong Knowledge of Active Directory, Microsoft Office, Office 365, Windows 10/11, and Outlook application.
• Strong customer service orientation.
• Must have excellent verbal and written communication skills.
• Excellent analytical and problem-solving skills.
• Good Knowledge of VOIP systems, 8x8 preferred.
• Good knowledge of networking concepts.
• Excellent organizational skills.
• Must have excellent attention to detail and be a team player/self-starter.
• Demonstrated ability to work in teams with a collaborative interpersonal style.
• Excellent verbal and written communication skills, including excellent telephone etiquette.
• Ability to multitask in a dynamic environment and complete tasks on time.
• Ability to communicate effectively with personnel at all levels (staff to executive)
• Ability to quickly adapt to new technical concepts and tools.
• Must be able to take directions and work without supervision

Please note that we do not offer relocation assistance for this position. Candidates must be local or willing to relocate at their own expense.
Visa sponsorship is not available for this role. Only candidates authorized to work in the United States will be considered.
This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). To perform the position, you must be a U.S. Person as defined by ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
This is a summary of the accountabilities and requirements for this position.The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs.Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.
What we offer our team members:

• A great benefits package that includes (but is not limited to) Medical/ Dental/ Vision, 401(k)/Roth plan with matching, and Healthcare Savings Accounts.
• Educational Assistance (Tuition Reimbursement).
• Ongoing training throughout your employment with opportunities to participate in professional and personal development programs.
• A strong focus on giving back to our communities through philanthropic opportunities.

Want to learn more?Visit us atWorking at TTI, Inc.
TTI, Inc. is an Equal Opportunity Employer committed to providing equal opportunities to all employees and applicants for employment without regard to race, color, sex (including pregnancy), sexual orientation, gender identity, age, national origin, religion, physical or mental disability, veterans' status, genetic information, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)