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.
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
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
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.