IT Service Desk Specialist 1

  • Bass Pro Shop
  • Springfield, MA, USA
  • Nov 09, 2020
[Information Technology]

Job Description

POSITION SUMMARY:Under direct supervision the Service Desk Associate 1 provides basic and intermediate level technical support to the company's end users over the phone, in person, or remotely via remote access software. Responsibilities include creation of incident tickets for Level 2 support issues and other daily and project tasks as assigned. They may also perform Operations tasks as assigned to the Service Desk.The IT Service Desk operates 7 days a week - 7 AM to 12:00 AM. The iSeries Operations portion of the team operates 7/24. The associate will have an assigned primary shift, but must be able to work variable shifts and days.POSITION RESPONSIBILITIES:* Field requests for technical assistance from user base.Resolves basic and intermediate issues or escalates to the appropriate support team in a timely manner.* Basic support and troubleshooting steps include, but are not limited to: Ticket routing, Password resets, Printer configurations, Break/Fix, and Escalations to level II or level III service desk associates* Perform other daily and project work as assigned.This includes but is not limited to: imaging of PC's, asset disposals and creating or revising of documentation.* Perform operations tasks such as the printing of large reports, processing of scheduled jobs and monitoring of systems health to allow for proper escalation during system or application errors and outages.POSITION REQUIREMENTS:* Exceptional customer service skills* 1- 2 years' experience in an IT support environment* Basic Networking knowledge of TCP/IP, DNS, VLAN's, etc.* Familiar with ticket creation and IT service management tools* Microsoft OS and Office experience* Type 32 WPM* Ability to demonstrate organization and documentation skills* A degree in computer science or related field may be substituted for experience* ITIL and CompTIA certifications are a plus* Experience with iSeries or AS/400 operations and system monitoring is a plus* Knowledge of LDAP and other protocols a plus* Professional appearance and attire is a must* Good oral and written communication skills* Resourceful, well organized, highly dependable and detail oriented* Must have reliable transportationBass Pro Shops
Associated topics: assistance, desktop, front desk, information technology support, network, support specialist, technical support, technical support specialist, technician, technician i