What are the responsibilities and job description for the Service Desk Specialist position at EdgeCo Holdings?
Job Summary:
The Service Desk Specialist role will be expected to quickly learn and support in-house applications as well as applications of our partners. This Service Desk Specialist will provide day to day support for application, hardware, software, and networking inquiries coming from both internal and external end users as described below. This position is primarily a day shift but must be willing to work occasional nights and weekends depending on the needs of the business.
Location: Ideal candidates will be located in Pittsburgh, PA and will report to the office on a hybrid basis, with regular work hours of 10am – 7pm ET, Monday – Friday.
Duties/Responsibilities:
- Act as first point of contact for all IT issues, quickly responding to Tech Requests for IT services.
- Provide application support for both in house applications and third-party applications.
- Troubleshoot hardware and software issues.
- Perform User ID maintenance, including setup, Password resets, account locks, terminations, etc.
- Serve as primary support for end user access management requests including new employee technology onboarding, account setups, access changes and terminations.
- Accurately triage and categorize incidents and requests coming into the Service Desk, ensuring that all tickets are properly documented.
- Use remote support tools to further diagnose and troubleshoot issues for remote users/locations.
- Appropriately route issues not resolved on initial contact to the correct team for resolution, ensuring all troubleshooting and triage steps are documented in the ticketing tool before reassignment.
- Partner with escalation tiered support to ensure proper handoffs and follow through to resolution of customer issues.
- Assist in documentation of troubleshooting procedures that can be shared.
- Assist in identifying trends in incidents and recommending recurring issues for problem management processes.
- Ability to follow documented processes and procedures and adapt as needed based on evolving security and audit requirements.
- Deliver a high level of customer service and support.
- Meet and exceed team and individual performance standards including first call resolution and SLAs.
- Various other daily, weekly, monthly, quarterly, and annual tasks as assigned.
Skills & Experience:
- Associates Degree in Information Technology, or 2 years equivalent experience required.
- Excellent interpersonal and customer service skills.
- Prior experience servicing supported proprietary and third-party business software\applications.
- Excellent organizational skills and attention to detail.
- Ability to work independently.
- Experience providing support to end users through channels including ticketing portal, email, instant messaging, and phone support.
