IT Service Desk Specialist I

IT SERVICE DESK SPECIALIST I

The Information Technology / IT Service Desk Specialist I is a member of the IT Service Desk team which provides IT services to the company's business users. This position is responsible for managing IT incidents and service requests with excellent customer service. This includes being the first line of support and often the single point of contact by handling communication between the IT department and end users. The IT Service Desk Specialist I maintains computer systems and applications for maximum utilization by business users and provides troubleshooting and technical assistance over the phone, in person, or other electronic communications as well as performing a variety of maintenance, evaluation, installation, and training tasks. The IT Service Desk Specialist I should be a self-starter capable of participating in multiple tasks and projects with competing priorities and timelines. The position requires a proactive approach to continual learning and development and is included in the IT on-call rotation schedule.

Essential Functions, Duties and Performance Responsibilities:

• End-User Support: Provide prompt and friendly IT support for incoming incidents and requests via phone, in person, email, ticketing system, or by any other means. Troubleshoot and resolve issues related to IT computing systems including hardware and software, mobile devices, end-user peripherals, printers, and basic network connectivity. Escalate complex issues to IT Service Desk Specialist II or higher-level internal support or external vendor support as needed.
• Device and OS/Application Management: Install, configure, repair, and maintain computers and other related end-user equipment, mobile devices, systems, and applications/software. Perform routine hardware and software upgrades, applications/software patching, and preventive maintenance according to vendor and company standards. Support Microsoft Windows 11, Microsoft 365, Active Directory Domain Services, and basic network services. Set up and maintain network printers and toner supplies.
• Documentation and Knowledge Sharing: Accurately document incidents, resolutions, and work performed in the IT support ticketing system. Create, develop, and update self-help guides, FAQs, training materials, and knowledge base articles for end users and IT staff. Conduct IT onboarding sessions for new hires or promoted employees.
• Asset and Inventory Management: Track and manage inventory of all IT assets including hardware, software, and user accounts. Assist with the IT procurement process—evaluate, recommend, and purchase IT equipment with IT management's approval.
• Security and Compliance: Maintain confidentiality of sensitive information and adhere to company security policies and procedures. Support and conduct basic IT security practices (password resets, user access management, device encryption, principle of least privilege, etc.).
• Other Duties: Participate in IT on-call rotation and respond to after-hours emergency support incidents as needed. Perform ongoing cross-training with IT staff on core support tasks and essential duties to ensure adequate coverage during periods of staff vacation, PTO, and other absences. Perform ongoing learning and development. Perform other related duties as assigned by IT management.

Position Specifications/Qualifications:

• Education: Required: High school diploma/GED or equivalent work related experience. Recommended: Associate degree or equivalent in relevant field.
• Skills and Experience: A minimum of 1-3 years of hands-on IT support experience (entry-level). Demonstrated ability to work together as a team in a fast-paced environment and adapt to changing priorities and business needs. Ability to maintain a high level of confidentiality and professionalism. Demonstrated ability to effectively troubleshoot and use problem solving skills. Established skills in oral and written communication, organization, prioritization, and time management. Established experience and basic understanding of working with and managing Microsoft Windows 11, Microsoft 365 applications and services, Microsoft Active Directory, Microsoft Entra ID, VOIP systems, and mobile device management. Experience with ticketing systems and remote support tools preferred.
• Physical Requirements: Subject to up to at least 92db's. Lifting: up to 40lbs occasionally. Walking: Moving about on foot to accomplish tasks on a regular basis. Ability to walk between two plant sites on a regular basis to assist with IT needs. Reaching: Extending hands and arms in any direction. Stooped: Bending body downward and forward by bending spine at the waist occasionally. Climbing: Climbing ladders to perform IT duties as needed. Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.