IT Service Desk Specialist

The IT Service Desk Specialist is the primary contact for all external offices regarding technical support issues. The goal is to support, educate and train decentralized office employees on applications and technology to diminish recurring future support requests and make each employee feel well supported and comfortable with technology.

The position provides technical assistance and support for requests and incidents focusing heavily upon computer systems, software, hardware (including mobile devices). This position requires the ability to provide a response in person, in writing, or over the phone while sitting at a desk for long period of time.

At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!

DUTIES & RESPONSIBILITIES 

• Provides support through astute troubleshooting methodology
• Address a full range of customer needs, including troubleshooting, technical assistance, system usage support, password resets, etc.
• Document each customer interaction in the ticketing system in a clear, concise, and understandable format
• Train customers to facilitate the future state of self-service, utilizing technology
• Research and resolve customer calls that require follow-up
• Complies with documented processes and works towards meeting expected service levels
• Maintain accountability for incident prioritization and resolution
• Monitor assigned incidents to ensure adequate and timely resolution in accordance with service levels
• Respond to initial phone calls in a fast paced, help desk environment
• Provide insight and recommendations to improve efficiency and workflows

EDUCATION & EXPERIENCE

• High school diploma or equivalent
• 1+ year of experience in help desk or related IT field
• 1+ year of experience in field requiring customers service skills
• Familiarity with or experience in troubleshooting LAN hardware/software, desktop devices and end user applications on mid-range systems, cloud and mobile devices.

SKILLS REQUIRED

• Ability to triage technical issues efficiently and effectively
• Quick to learn new technologies and applications
• Knowledge in relevant operating systems, languages, and environments
• Great verbal and written communication skills
• Positive working attitude, contributing as an individual and team member to accomplish goals
• Strong analytical skills, decisiveness, and sound judgment
• Knowledge of current and evolving information technologies, such as telecommunications, electronic data distribution networks and computers
• Willing and able to work occasional holidays, weekends, and evenings
• Ability to manage time and adapt to changes in workflow

This employe