Service Desk Specialist I

• Providing first level technical support to customers, troubleshooting hardware and software issues by phone and through remote assistance.
• Ensure proper logging, updating, and closure of incidents in the Service Desk software / ticketing system.
• Recognizing and escalating incidents to Tier 2 support groups
• Conducts customer satisfaction call-backs and ensures that all resolved tickets are closed.
• Must be able to communicate, prioritize, be organized, have a positive attitude, have patience, and exhibit excellent Customer Service skills.
• Recommend procedure modifications or improvements
• User access management, setting up new employees, altering security permissions for existing users, troubleshooting any user permissions issues, and disabling terminated/resigned employees
• Manage endpoint setup and deployment for new employees using standard hardware, images, and software
• Install, test, and configure new workstations/laptops, peripheral equipment and software
• Participate in on-call rotation for after-hours support and logging of incidents
• Travel to branch offices as needed.
• All other duties as assigned by Service Desk Supervisor

• Education Requirements

• Minimum of a High School Diploma or equivalent
• Associate degree in related field preferred
• A+ Certification preferred
• Preferred Experience

• 1-2 years of related experience
• Active Directory management
• Cisco IP phones
• Audio/Video room systems
• Microsoft Office Products
• Network Printers
• Access Control and Video Surveillance systems
• Mobile Device Management systems
• Knowledge of IOS based mobile devices
• Job Training

• On-going training in customer service and computer skills
• Must be able to fluently read and speak the English language
• Must be able to cognitively understand, analyze, and interpret information presented
• Must be able to cognitively understand, analyze, and interpret general mathematic properties (Ex: Add, Subtract, Multiply, Divide)
• Must be able to work in high stress environments
• Must be able to troubleshoot technical issues
• Must be able to research for solutions to technical problems
• Must be able to present accurate information to members and co-workers
• Must be able to functionally operate a computer terminal, utilizing monitor, keyboard, and mouse
• Must be able to enter minimum 150 characters per minute on standard 10-key
• Must maintain strong written skills (grammar, punctuation, spelling)
• Must be able to work cooperatively with other employees within the same office setting
• Must be able to work in a team environment

• Reports to Cybersecurity and IT Support Manager
• CEO team Members – Work with cooperatively in providing resources to their department as approved by Service Desk Supervisor
• Fellow employees – Work cooperatively in providing strong internal customer service and member services.

• Heavy lifting or moving of materials: Occasionally (Up to 50 pounds)
• Operates Equipment: Rarely
• Operates Office Machines: Frequently – PCs, copy, fax machines, mail sorter, 10-key, telephone
• Standing: Frequently
• Walking: Frequently
• Awkward Position (stooping, bending, etc.): Frequently
• Climbing Maximum: N/A – N/A feet maximum height
• Eye-hand Coordination: Frequently
• Location: Indoor 98% of time, Outdoor 2% of time
• Work Conditions: Very little overtime, only as needed

Tri-County Electric Cooperative