Senior Service Desk Specialist

Do you want to contribute to highly respected agencies serving some of the nation’s most prominent and beloved nonprofit organizations? If so, read on about Moore’s Service Desk Specialist role. Moore is the largest direct marketing firm in the country dedicated to the nonprofit, government, and association sectors. Learn more about us at www.wearemoore.com.

As a Senior Service Desk Specialist, you will be responsible for troubleshooting and resolving various IT issues, such as hardware, software, network, and security problems. You will also mentor and train junior IT Service Desk staff, document IT procedures and best practices, and collaborate with other IT teams on projects and initiatives.

Moore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Duties/Responsibilities

• Provide timely and effective technical support to clients via phone, email, chat, or remote access.
• Diagnose and resolve complex IT issues, such as hardware malfunctions, software errors, network connectivity problems, and security breaches.
• Escalate unresolved issues to the appropriate IT teams or vendors.
• Follow up with clients to ensure their satisfaction and issue resolution.
• Mentor and train junior IT Service Desk staff on IT policies, procedures, and best practices.
• Document IT incidents, solutions, and knowledge base articles.
• Collaborate with other IT teams on projects and initiatives, such as system upgrades, migrations, and deployments.
• Stay updated on the latest IT trends, technologies, and best practices.
• Assists in purchasing of software and hardware as necessary.
• Performs other duties as required.

Technical Skills

• A Sr Service Desk Support person should have advanced knowledge of various hardware, software, and network technologies, such as Windows 10 & 11, Windows Server, Mac OS, Microsoft Office, Active Directory, VPN, TCP/IP, DNS, DHCP, etc.
• They should also be familiar with common IT tools and platforms, such as ticketing systems, remote desktop, cloud services, backup and recovery, antivirus, etc.
• They should be able to diagnose and resolve complex IT issues, such as network connectivity, system performance, security breaches, data loss, etc.
• They should also be able to perform system testing, monitoring, and optimization.

Soft Skills

• A Sr Service Desk Support person should have excellent communication and interpersonal skills, as they need to interact with various stakeholders, such as users, clients, vendors, and managers.
• They should be able to explain technical concepts and solutions in a clear and concise manner, both verbally and in writing.
• They should also be able to listen to and understand the needs and expectations of the users and clients and provide them with satisfactory and timely service.
• They should also be able to work effectively in a team, as well as independently, and manage multiple tasks and priorities.

Education/Experience

• Bachelor’s degree in computer science, Information Technology, related field, or equivalent experience.
• At least 5 years of experience in IT Service Desk or similar role.
• Strong knowledge of IT systems, hardware, software, network, and security.
• Excellent troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Ability to mentor and train junior staff.
• Certifications in ITIL, CompTIA, Microsoft, Cisco, or other relevant fields are a plus.

Physical Requirements

Some of the common physical job requirements of an IT support position are:

• Lifting and carrying equipment: IT support positions may need to lift and carry heavy or bulky equipment, such as computers, monitors, printers, servers, routers, or cables. The weight and size of the equipment may vary depending on the type and model, but some may exceed 50 pounds. IT support positions should be able to lift and carry the equipment safely, using proper techniques and tools, such as carts, dollies, or straps.
• Bending and reaching: IT support positions may need to bend and reach to access or install equipment, such as under desks, behind cabinets, or on shelves. IT support positions should be able to bend and reach without straining or injuring themselves, and use appropriate aids, such as ladders, stools, or extension cords, when necessary.
• Sitting and standing: IT support positions may need to sit and stand for long periods of time, depending on the nature and duration of the tasks. IT support positions should be able to sit and stand comfortably, with proper posture and ergonomics, and take breaks to stretch and move around regularly.
• Typing and using a mouse: IT support positions may need to type and use a mouse frequently, as part of their daily tasks, such as entering data, sending emails, or navigating software. IT support positions should be able to type and use a mouse accurately and efficiently, with minimal errors and fatigue, and use ergonomic keyboards, mice, and wrist rests, when possible.
• Seeing and hearing: IT support positions may need to see and hear clearly, as part of their communication and problem-solving skills. IT support positions should be able to see and hear the details of the equipment, software, or network systems, as well as the instructions, questions, or feedback from the users, either in person, over the phone, or online. IT support positions should use corrective devices, such as glasses, contacts, or hearing aids, if needed, and adjust the brightness, contrast, volume, or other settings of their devices, as needed.

Why Join Moore?

At Moore, we are committed to creating a fair workplace where people’s unique skills and experiences are embraced and celebrated. To help our team stay energized, engaged, and inspired, we offer a wide range of benefits. At Moore, you will:

• Get to do meaningful, life-changing work every day.
• Join a highly respected company with an impressive (and growing!) client list.
• Collaborate in a driven, innovative, and supportive team environment.
• Earn a competitive salary and be eligible for comprehensive health, wellness, and retirement benefits.
• Enjoy paid holidays, flexible time off, and paid volunteer leave.