Help Desk/Desktop Support Specialist I

Kanab, Utah / Hourly / Full time

Location: Kanab, Utah (onsite)

Hiring Range: This position's hiring range is anticipated to be $20 per hour to $29 per hour, depending on experience, plus great benefits!

Manager interviews will begin February 24th (recruiter phone screens will occur before a manager interview).

Summary: The Help Desk/Desktop Support Specialist 1 is responsible for providing exceptional customer service and assisting end users in resolving technical issues through telephone calls, email communication, and assigned tickets. They provide support by diagnosing problems and performing troubleshooting on computer hardware, tablets, software, and peripherals in Windows, macOS, and iOS environments while utilizing established guidelines and instructions to accomplish these functions. The Support Specialist resolves issues in a timely manner while documenting, tracking, and monitoring the problem as an incident or service ticket, escalating higher level issues to senior personnel as needed.

Essential Duties and Responsibilities:

• Treat people around you with Kindness and Compassion, build trust by demonstrating authenticity and following through on your commitments, prioritize your well-being like you do our mission, and work to build strong relationships with your colleagues by participating in communication loops to share and receive honest feedback. You are responsible and accountable for the culture you add to your team dynamic.

• Maintain a safe workplace, valuing, and modeling safe work practices, adhering to organizational safety practices and rules, and communicating about unsafe practices and conditions.

• Communicate clearly to individuals with a variety of technical skills and provide courteous customer service.

• Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

• Demonstrate strong troubleshooting skills for Microsoft Windows, macOS, Microsoft Office 365, and other SaaS (software as a service) products.

• Provide one on one support to resolve incidents, assign, prioritize, document, and actively resolve end user requests.

• Assist with inventory and asset management.

• Provide instruction or written documentation where required.

• Interface with users via phone, email, instant messaging, and in person.

• Customize and deploy new hardware and upgrade software locally and to offsite locations.

• Install, diagnose, repair, and maintain all computers, tablets, printers, and peripheral equipment.

• Perform installations, configurations, and upgrades of operating systems and software, using standard business packages and images.

Skills & Experience:

• Demonstrated experience managing computer hardware, tablets, software, printers, and basic networking in iOS, macOS, and Windows environments. Education and/or certifications in the field preferred, but not required.

• Prior experience working as a Help Desk Support Specialist is preferred.

• Ability to explain technical concepts and procedures to non-technical users.

• Outstanding written and oral communication skills.

• Strong initiative, analytical and troubleshooting skills.

• Strong interpersonal skills - team player, personable, professional, upbeat, and energetic, takes initiative, uses tact and diplomacy.

• Knowledge of a variety of computer software applications used for communication, productivity, and web-based systems.

• Ability to work in a fast-paced environment with well-developed organization skills to juggle multiple competing tasks and demands.

• Demonstrated experience in rebuilding workstations (hardware and software) and all aspects of troubleshooting computer systems.

• Genuine passion for the mission of Best Friends Animal Society.

Physical Requirements:

• Able to work at a computer for extended periods of time with repetitive typing, arm, and hand motion.

• Routinely lift 50 pounds and perform daily strenuous activity including, but not limited to lifting, carrying, reaching, stooping, squatting, cleaning, and bending.

• May require travel via various forms of public transportation and overnight stays. Travel up to 10%.

• Must have a valid driver's license for at least 3 years, ability to qualify to be added to Best Friends insurance. Access to transportation to travel on organization business.

• Daily hours and days of the week may vary according to the needs of the department schedule; position includes weekends, nights, on-call shifts, and holiday work.

• Exposure to animals of all sizes, temperaments, and medical status.

• During the selection process, candidates may be asked to participate in an on-site working interview.

Thank you for your interest in pursuing a career at Best Friends Animal Society. Best Friends Animal Society is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, or domestic partner status.

Applicants for employment in the U.S. must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the U.S. by Best Friends Animal Society.

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