26 days old

Service Desk Specialist

Salt Lake City, UT 84123
  • Job Code

Position Summary

As a member of the IT Service Desk team, this position provides first and second line technical support to the staff and provides point of escalation within the Service Desk. This position will work extensively within the Incident, Service Request, Knowledge, Problem, and Asset Management processes; ensuring proper troubleshooting, restore, and completeness of services requested by the customer or internal IT teams. Technology support is focused on all desktop interactions points that a customer may engage with, including, access provisioning, hardware deployment, software management, general support and questions, compliance, and IT purchasing. Addressing applications/systems to undertake analysis, diagnosis, and resolution of problems which may range from straightforward to more complicated technical issues.

Essential Duties & Responsibilities

  • Provide central point of contact and support for customers of IT
  • Manage support interactions through the IT Service Management System
  • Troubleshoot problem areas in a timely and accurate manner, and provide end user training and assistance where required
  • Support and maintain computer systems, communication platforms, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal performance.
  • Maintain desktop configurations to provide performance monitoring and tuning of systems
  • Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products
  • Assist in the selection of software and hardware products
  • Contribute to the development of new standards and/or the modification of existing standards
  • Provide stats for the weekly Service Desk report on call trends
  • Assist Management in gathering information and creating processes, procedures, and policies
  • Establish standards for documenting projects, configurations, and standard operating procedures
  • Perform team training as required
  • Work within the defined Incident, Request, Asset, and Change Management processes
  • Responsible for Service Desk and desktop systems compliance including password management, documentation, maintenance, provisioning access, and data protection procedures
  • Work to minimize downtime impact on users through accurate communication, planning of scheduled downtimes and quick problem resolution for unscheduled downtimes
  • Take ownership of problems and follow through resolution communicating progress in a timely manner
  • Perform briefings to Service Desk staff on changes or deployments that may affect volumes
  • Arrange for external technical support where problems cannot be resolved in house
  • Participate in strategic initiatives by performing technical and process project activities
  • Engage with audit and follow audit guidelines as requested
  • Participate in 24/7 department on-call program
  • Work on special assignments as they arise
  • Strong customer service skills

Knowledge, Skills & Qualifications

  • Strong customer service skills
  • Ability to work well on deadlines and under pressure
  • Knowledge of IT Service Management and Service Desk toolsets
  • Excellent verbal and written communication skills
  • Strong analytical and problem solving skills
  • Excellent collaboration skills and able to work in a team environment
  • Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously
  • Knowledge of the ITIL disciplines

Education and Experience

  • High school diploma is required; Bachelor's degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred
  • Minimum 5 years of experience in a Service Desk or Desktop support environment
  • Experience in Problem Management and Ticket Analysis


  • Information Technology

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Service Desk Specialist

Randstad Technologies
Salt Lake City, UT 84123

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Randstad Technologies
Salt Lake City, UT

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