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IT Service Desk Specialist

2 months ago

Rockwall, United States Rayburn Electric Full time
Job DescriptionJob DescriptionSalary: DOE

General Summary


Provides Tier 1 support to Rayburn Electric Cooperative, Inc. (Rayburn). Utilizes technical knowledge to effectively understand, troubleshoot, diagnose, research and resolve end user issues. Resolves a significant percentage of IT issues without escalation. Maintains a high level of customer-focused service. Provides procurement and inventory support for Rayburn IT hardware and applications.

Principal Duties and Responsibilities / Knowledge

  • Serves as the first point of contact for internal customers seeking technical assistance via phone, e-mail, or in person.
  • Provides Level 1 technical support to internal customers and sets expectations for follow-up (i.e., when to expect a follow-up contact and by whom).
  • Provides Tier 1 technical support and escalates to Tier 2 for advanced incident resolution, as needed.
  • Troubleshoots hardware and software errors and assesses impact. Prioritizes, resolves, and documents issues.
  • Maintains proper inventory of Rayburn’s in-house systems and hardware.
  • Participates in annual inventory/audit of IT assets.
  • Actively performs activities associated with procurement lifecycle for Rayburn IT assets.
  • Initiates new user access and technology. Supports initial onboarding with hardware and software applications.
  • Monitors and prioritizes incoming request tickets. Assists with setup and basic troubleshooting of corporate A/V and collaboration systems.
  • Maintains condition of IT lab and storage room.
  • Interfaces with all departments regularly to maintain communication and IT support levels.


Key Accountabilities

  • Complies with all policies, procedures and confidentiality agreements effective as a result of employment with Rayburn.
  • Shares information with Rayburn management and staff, contractors, and other third parties in a timely manner, as required.
  • Delegates jobs and tasks to appropriate employees, providing complete information and resources to properly complete such jobs and tasks.
  • Provides Rayburn management with updates and/or reports on work and tasks as requested or required.
  • Performs other duties as assigned by supervisor or executive management.

Job Specifications / Skills Required

Education:

Associates within Information Technology, related field, or equivalent work experience preferred.

Experience:

1 year of experience in an IT Help Desk or customer service role preferred

Certifications:

A+ (CompTIA), Network+ (CompTIA), Microsoft 365 Administrator, ITIL Foundation Preferred

Skills:

·         Proficient with various software programs

·         Excellent organizational skills

·         Excellent verbal and written communication skills

·         Able to work effectively in a team environment; willing to assist others

·         Evidence of an aptitude for critical thinking

·         Must possess and maintain a valid driver’s license

Physical Demands

·         Ability to sit for extended periods of time at a computer workstation

·         Ability to perform repetitive motions in order to use a computer keyboard, test equipment and operate hand tools

·         Ability to walk significant distance outdoors in support of multiple buildings in a campus setting

·         Specific vision abilities required include: close vision, distance vision, ability to distinguish between colors, peripheral vision, depth perception, and the ability to adjust focus

·         The employee must occasionally lift and/or move up to 50 pounds; open file cabinets and bend or stand as necessary