About this role
Service Desk Specialist 1
Kalmbach Feeds, Inc. - Upper Sandusky, OH
Service Desk Specialist 1
The Service Desk Specialist 1 position will work as a level one Service Desk Specialist handling incidents, requests, and alert management. The Service Desk Specialist 1 will be tasked with working across a broad range of technologies and applications while supporting our team members. This will include support for hardware and software on-site at our corporate office, off-site plant locations or remotely using remote tools. This position is responsible for delivering excellent customer service to everyone we serve. The SDS1 will assist in keeping IT systems and the business running by enabling quick responses to any incident or request whether in person, via Teams or on the phone. This position must also exhibit exceptional work habits, teamwork, values, and qualities that embody the Kalmbach core values in full.
The Role
- Collaborate with all IT staff to ensure the Service Desk is providing excellent team member support with metrics to back that up.
- Work hours are 8am to 5pm, with overtime as needed to support our team members with excellent support and customer service.
- Execute lifecycle replacement of laptops, thin clients, desktops, phones, and iPads only if we do not have an intern or if help is needed. This applies to new hires, again if needed.
- Execute new Service Desk projects.
- Execute security and vulnerability patching for desktops and laptops.
- Execute in the configuration/deployment of hardware and phones.
- Execute in the research and investigation of reducing repetitive incidents and problems.
- Execute projects to implement these systems in a way that minimizes support requirements.
- Execute collaborative efforts with the larger IT team to establish customer service standards with objective metrics.
- Assist the continual improvement of knowledge base articles for the Service Desk and team members as needed.
- Apply analytical skills to resolve complex problems.
- Provide feedback to the training program for Service Desk team.
- Provide feedback to the build out of meaningful metrics to help leverage them for continuous improvement at the Service Desk.
- Continuous education and/or monitoring of industry trends and technologies that are relevant for KFI and position.
- Provide level 1 support for server, host systems, voice, data, automation, security, storage networks, cloud systems, and domain management, but escalate as needed to more Senior Service Desk Specialists and/or the infrastructure team.
- Responsible for after-hour call rotation.
- Performs other duties as assigned by manager.
Skills and Experience
- Experience with Lansweeper or another ITSM ticketing system, Microsoft Windows 10/11, iOS, Active Directory, Azure, Trend Micro, Last Pass, TeamViewer, Remote Desktop Protocol, Zscaler, VMware, Verizon Mobile Device Manager, Microsoft 365, Microsoft Deployment Toolkit, FortiClient, WEM, High Jump, Power BI, Atlas, Crowdstrike and Exchange Admin Center.
- Experience with hardware imaging and deployment such as laptops, desktops, RF guns and iPhones.
- Experience with hardware repair of laptops, iPhones, iPads, and desktop computers.
- Excellent written, oral, and interpersonal communication skills.
- Proven analytical and creative problem-solving abilities while working as a team player.
- Able to prioritize and execute tasks in a high-pressure environment with a level of self-initiative without management support.
- Strong customer service orientation via the phone, in-person, in writing, or at any off-site locations.
- Ability to work in a team-oriented, collaborative environment with focus on serving the team member.
- Ability to lead Service Desk projects, while giving updates to Service Desk Manager.
- Assisting Service Desk Senior Specialist and Manager with team feedback.
- Excellent organizational skills.
- Experience working in a 24-hour, 7 day a week environment, while being in an on-call rotation.
- Bachelor’s degree in an IT discipline preferred or equivalent experience of 2 or more years IT and Service Desk experience with demonstrated results.
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