What are the responsibilities and job description for the Service Desk Specialist I position at eXponential Technology Group?
The Service Desk Specialist I is accountable for logging incidents, providing Level I support with system problems, questions and requests (including problem recognition and resolution) and for elevating issues beyond Level I support to appropriate group. Position also assists with scheduling vendors repairs and is accountable for tracking equipment and serial numbers.
The Exponential Technology Group (XTG) is a specialist in the electronic component distribution and design engineering services industries. XTG is part of the TTI Family of Specialists. This position will be onsite in North Fort Worth, with the opportunity to work from home two (2) days a week after the initial 90-day training period.
ACCOUNTABILITIES
Ensure excellent customer service by effectively assisting all system users with system problems, questions and requests as well as being ready to assist users at the start of the scheduled shift.
Effectively resolve system user problems and requests in a timely manner and with a sense of urgency using system related knowledge by performing problem recognition and resolution. Elevates issues beyond Level I support to appropriate group for resolution.
Provide timely response to incidents by following up and updating tickets with relevant and accurate information as incidents are reported. Transfer incidents to Level II support if not able to resolve. Document and track incident status until closed or resolved while keeping upper management informed of the status.
Maintain computer and office equipment by logging incidents and scheduling repair services.
Provide support in tracking equipment and serial numbers by recording appropriate information for equipment that is installed and/or relocated.
Ensure service desk procedures are appropriately documented by assisting with updating Service Desk Manual as needed.
EDUCATION & EXPERIENCE
High School Diploma or GED required. Associates degree in a related field preferred. One to two years of related experience.
SKILLS & CERTIFICATIONS
- Knowledge in operating personal computers, telephone systems, copiers and fax machines.
- Strong knowledge of Azure Active Directory, Microsoft Office 365, and Windows 10/11 preferred.
- Strong customer service orientation.
- Strong analytical and problem-solving skills.
- Strong organizational skills and multi-tasking ability.
- High attention to detail skills.
- Demonstrated ability to work in teams with a collaborative interpersonal style.
- Good verbal and written communications skills including excellent telephone etiquette.
- Possess accurate keyboarding proficiency.
This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job descriptions is subject to possible modification to reasonably accommodate individuals with disabilities.
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.
Visa sponsorship is not available for this role. Only candidates authorized to work in the United States will be considered.
XTG 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.
