[Hiring] IT Service Desk Specialist @TRIMEDX

Role Description

The Senior IT Support Technician supports the Service Desk in troubleshooting and coaching through routine to complex technical issues. Builds relationships within IT and across the business to provide a positive representation of the Service Desk. Works with team members in identification of trending issues as well as responsible departments in prioritization for resolution. Assists the management team in standup duties, internal presentations, metric collection, department projects and critical incident management tasks. In collaboration with IT management, provides oversight for daily Service Desk operations.

Responsibilities

• Provides 1-2 tier support for enterprise hardware, software, network and other technical issues.
• Ensures individual and team tickets are documented and managed timely.
• Routes unresolved tickets to appropriate support groups for timely resolution.
• Isolates trending support issues and works with other departments to prioritize resolution.
• Coaches Service Desk technicians through troubleshooting and issue resolution when necessary.
• Identifies process efficiency improvements for optimizing performance.
• Positively represents IT in new hire presentations and departmental meetings.
• Provides backup responsibilities for critical incident management tasks as needed.
• Identifies, coordinates, participates, and delegates project tasks based on project parameters.
• Assists management in support of daily IT standup, collection of monthly metrics, and oversight of daily Service Desk operations.
• Assists with software installation, configuration, and troubleshooting across multiple platforms.
• Facilitates communication for potential/trending issues among Service Desk associates and the correct departments (IT or otherwise) to reach resolutions.
• Proactively communicates with IT and the business.

Problem Solving & Analysis

• Analyzes systems to determine source of issues: user related, procedural, environmental, local, global or systemic.
• Reviews many factors and uses judgment within defined practices and procedures to determine actions.
• Plans and organizes work in the best sequence.
• Finds solutions quickly based on job-related knowledge.
• Facilitates discussions with cross functional partners to align and move issues/projects forward.

Decision Making / Autonomy

• Some work is assigned by management but opportunity for independent work.
• Follows established procedures to complete assignments and is reviewed by management as necessary.
• Escalates technical issues or requests not defined by best practices to management and/or appropriate escalate groups.
• Utilizes available best practices, tools, and resources to assist in decision making for complex problems.

Communications / Interactions

• Communicates with internal teams and external vendors to receive and share semi-routine information requiring some explanation or interpretation.
• Communicates with Manager on status of issues and decisions.
• Facilitates discussion for projects with the project team(s) as necessary.
• Creates and delivers presentations for internal departments.
• Provides support to less experienced personnel.
• All other duties as assigned.

Qualifications

• Has 2+ years of experience in performance of operational tasks.
• High School degree or equivalent.
• Preferred Associates degree in MIS, Computer Science or related field.

Skills and Experience

• Asset Management
• Help Desk
• Technology Standards, Policies and Procedures
• Technical Troubleshooting
• Attention to Detail

Benefits

• Commitment to cultivating a workplace culture where every associate feels valued, supported, and empowered to thrive.
• Recognition and opportunities for growth.