Information Technology Service Desk Specialist

The IT Service Desk Specialist will typically be the first individual with whom Gladstone users will interact for online, in-person, and telephone requests and inquiries. Among the responsibilities will be initial triage, Tier 1 troubleshooting, and escalation of tickets to other department technicians. The ideal candidate will be a positive, calm, and highly-focused individual with proven excellence in customer service in a fast-paced IT environment. Attention to detail and well-developed organizational skills are key traits for this position. A solid understanding of and facility with Microsoft Windows, Microsoft Active Directory management and OSX are also crucial, as are basic Tier 1 troubleshooting skills on both platforms.

This position reports directly to the Service Desk Manager. This position will require periods of onsite work, with the option of an onsite/remote hybrid work schedule.

Responsibilities Include

• Initial response and Tier 1 troubleshooting for incoming Service Desk requests:in-person, phone, online

• Primary responder to incoming calls on the Service Desk extension

• Complete and accurate information-gathering on incoming requests

• Assessment and dispatch of requests to Tier II+ technical staff

• Primary creator of employee accounts and disseminator of employee documentation

• Creation and updating of user documentation and IT Knowledge Base articles

• Other IT-related tasks
  

Required Skills

• Minimum 3 years extensive IT customer service experience

• Excellent written, verbal, and interpersonal skills

• Strong analytical, troubleshooting, and problem-solving skills

• Tier 1 support for OSX and Windows operating systems

• Ability to work both remotely and onsite
  

Preferred Qualifications

• Experience with remote support via ScreenConnect/Zoom

• Knowledge of audiovisual systems and basic AV troubleshooting

• Experience using central management tools (e.g. JAMF/Casper)

• Working knowledge of Linux (Ubuntu / CentOS distributions)

• Experience supporting iOS and Android devices

• Experience using an ITSM (ServiceNow,Freshservice)

• Title and salary will be commensurate with education and experience.
• Gladstone is an equal opportunity employer.