What are the responsibilities and job description for the Service Desk Specialist position at 8900 LBMC, PC?
OPPORTUNITY
This IT Service Desk Specialist role is a great opportunity for anyone passionate about technology and innovation and is looking to join a highly collaborative team. New hires will maintain and monitor end-user workstations and productivity on local area network and perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet company and user requirements. The LBMC Service Desk provides support to staff on all company-supported applications, troubleshoot computer problems, advise on appropriate action once problem sources are determined, and complete application project-based work.
SCOPE OF WORK
- Primarily provide initial contact and phone support for Associates.
- Support the IT Service Desk team by triaging new tickets, responding to incidents, and escalating to the appropriate teams as needed.
- Work with other Service Desk personnel to improve the work and ticket flow through the system.
- Create comprehensive documentation to ensure effective knowledge transfer and facilitate consistent support processes.
- Administers end-user workstations and supports end-user activities utilizing TCP/IP on a primarily Microsoft Windows-based local area network (LAN).
- Creates and manages user accounts in Active Directory, ensuring new team members are promptly added to the system. Proactively monitors and updates Active Directory to maintain accurate records of team members, computers, and groups.
- Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions.
- Installs, configures, and maintains computers for both new and existing employees. Adds, upgrades, and configures disk drives, printers, and other hardware.
- Performs and/or oversees software and application installation and upgrades.
- Use available tools to provide remote support as needed.
- Troubleshoots systems and applications to identify and correct malfunctions and other operational difficulties.
- Assists users in maximizing use of networks and computing systems, may conduct some training.
- Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
- Provides computer orientation to new and existing team members.
IDEAL CANDIDATE PROFILE
- Bachelor's Degree in Information Technology/Security or a related discipline.
- 1 year of work experience (full time or internship) in a service desk, desktop support, or computer support role.
- Ability to work in a fast-paced environment and provide quality customer service to LBMC end-users when they are encountering technical issues.
- A , Security , or relevant Microsoft certifications are a plus.
