Service Desk Specialist I

OVERVIEWThe Service Desk Specialist I boosts productivity by solving challenging technical issues. This role requires advanced technical skill and creative problem-solving to handle complex and new system failures.REPORTS TOThe Service Desk Specialist I reports to the IT Support Manager in the IT department.  ESSENTIAL DUTIESThe essential duties for this role include, but are not limited to: Create new hire boxes if needed. Setup and troubleshoot new hire classes.Triage and own the incoming queue to quickly resolve complex hardware, software, and SaaS integration issues identifying root causes and solving problems.Participate in the incident response process which involves investigating and troubleshooting issues, communicating key findings, and resolving issues; communicate in chat for direction as needed.Help test, facilitate and assist in projects with provided instruction as they arise. Champion the team's internal and external knowledge bases. Write clear, action-oriented technical documentation designed to enable end-user self-service and power automatic ticket-deflection mechanisms.Install and support office audio and visual equipment.Participates in training and professional development sessions.Accurately and effectively communicates pertinent information to the appropriate stakeholders.Participate in on-call rotations and triage or resolve critical issues that come up outside of standard working hours along with workroom duties. Demonstrates curiosity in customer service, proactively seeking improvements and questioning existing methods to find better solutions.Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities. Leverage approved Generative AI and low-code/no-code platforms to accelerate troubleshooting and continuously scale personal technical throughput.ROLE COMPETENCIESThe competencies for this role include, but are not limited to: Ability to think through a problem from multiple viewpoints thinking critically and showing the ability to identify root causes.Teachability, in technical, and customer service areas. Including systems thinking and curiosity. Technical resourcefulness and AI fluency.Technical documentation and Knowledge synthesis.Exemplify the desired culture and philosophies of the organization.