Service Desk Specialist

Position Summary

Service Desk Specialist with Microsoft Office 365 knowledge who is ready to join a fast-paced environment. The Service Desk Specialist will have knowledge in Office 365 services & application support and have a knowledge of the applications available in Office 365, including Exchange Online, MS Teams, OneDrive, Sharepoint and Microsoft Endpoint Manager (Intune). Knowledge of Active Directory accounts and provisioning/deprovisioning accounts in Azure AD. Familiarity with Otka Single Sign-On and multifactor authentication. Monitors systems performance to proactively alert responsible parties of potential or impending problems. Provides 1st Level technical support to end users to maximize service levels in all areas which the Technology Department supports. Incumbent must possess the ability to install new client workstations and maintain existing hardware and software configurations is an absolute must. Analyze user specifications for hardware and software. Document and monitor all upgrades to existing workstations. Receives, logs, solves and/or escalates telephone calls from users having Technology related problems. Talks with user to determine source of specific error and recommends solution. Communicates with other Technology Staff members to help resolve complex problems. Tracks end-user computer problems to help analyze user and Technology department efficiencies.

Essential Functions and Duties

• Will often work with networking and application personnel within the Technology department.
• Responsible for being 1st echelon technical support on all software and hardware questions.
• Must be able to write and speak with clarity and precision.
• Ability to multitask, and work in a fast paced environment.
• Work effectively and meet critical deadlines.
• Must work well in a team environment.
• Prepare and maintain various files for the Technology department.
• Coordinate referrals to appropriate Technology department personnel for follow-up, when necessary.
• Maintain service desk tickets to help facilitate quicker problem resolution and achieve a higher-level of support to end-users.
• May assist in updating changes to FFF's Information Documentation List.
• Maintain Technology department Service Desk software to help prioritize projects and track Technology department resource usage.
• Maintain a database of "knowledge base" items to help facilitate faster problem resolution and achieve a higher-level of support to end-users.
• First echelon support troubleshooting iPhone or related hardware issues.
• Solve routine computer, application and network related problems.
• Examine software and hardware problems and may be asked to make repairs and/or adjustments.
• Responsible for computer software and hardware inventory management.
• Ensure accurate documentation filing and tracking for the Technology department.
• Prepare on-going communications to users through various formats.
• Assist in monitoring and resolving faxing issues using the Print2Fax or RingCentral system.
• May be asked to assist in the installation, move, and configuration of new PC's (both hardware and software).
• Assist in the formulation and maintenance of department policies, procedures and forms, network and systems documentation.
• Assist in informing all personnel, as needed, of changes in the production schedule and/or scheduled or unscheduled downtimes.
• Candidate must be dependable, thorough, organized, with high standards and integrity.
• Supports 500+ end users.
• Manage major incidents by reporting and escalating according to documented guidelines.
• Document and report all service interruptions in Salesforce Service Cloud ITSM system.
• Reply to all support communications related to email, instant messaging, and associated Office 365 applications in a timely manner.
• Help and support other duties of Service Desk including deployment of hardware and software.
• Adheres specifically to all company policies and procedures, Federal and State regulations and laws.
• Display dedication to position responsibilities and achieve assigned goals and objectives.
• Represent the Company in a professional manner and appearance at all times.
• Understand and internalize the Company's purpose, display loyalty to the Company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and respect the diversity of our work force in actions, words, and deeds.
• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company. Immediately report any concerns or violations.
• Other duties as assigned.

Education, Knowledge, Skills and Experience

Required Education:

• High School diploma or equivalent required.
• Bachelor's Degree in IT or a related field of study preferred.

Required Knowledge:

• Must have a thorough knowledge of Microsoft Windows 10, Windows 11 and Office 365 in a network environment.
• Must have a working knowledge of Microsoft Office 2016 and 2019 products Outlook, Word, and Excel.

Required Experience:

• Must have at least three (3) years of information technology help desk experience.

Required Skills:

• Must have strong organizational skills.
• Must have a detail orientation and the proven ability to prioritize work.
• Must have effective verbal and written communication skills.
• Must have the ability to work with limited supervision and as part of a team.
• Sound decision-making abilities.
• Must have the ability to project a supportive image of the Technology department.
• Must be able to install and troubleshoot software and hardware.
• Ability to manage ongoing projects and deadlines.
• Ability to work successfully in a team environment and independently.

Physical requirements

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for long periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. While performing the duties of this position, the employee may be required to setup and or work on workstations under desks, arrange cabling to keep it organized and prevent potential accidents, and troubleshoot various types of hardware. This position may require a lot of walking up and down stairs, kneeling and or crawling under desks or cubicles. May require the ability to lift equipment that could weigh up to 40lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions of this position.

Mental Demands

Learning, thinking, concentration and the ability to work under pressure, particularly during busy times. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations' situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary. Must be proactive in finding solutions.

Direct Reports

None

EEO/AAP Statement

FFF Enterprises/ NuFactor is an equal opportunity employer to all and prohibits discrimination and harassment based on the following characteristics: race, color, caste, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic conditions), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran or military status, medical leave or other types of protected leave (requesting or approved for leave under the Family and Medical Leave Act or any state protected leaves), domestic violence victim status, political affiliation, reproductive health decision-making, and any other characteristic protected by state or federal anti-discrimination law covering employment. These categories are defined according to Government Code section 12920. The Company prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.