Service Desk Specialist I

The Service Desk Specialist I is responsible for bridging the gap between the users and the complex systems and services provided for their use and benefit. They are expected to support users as well as identify, implement, support, and maintain the technology stack serving them. They will work with the IT teams to achieve company, department, and personal goals.

Essential Duties and Responsibilities

1. Serve as first point of contact for coworkers seeking technical assistance over the phone, with a ticket, or in-person.
2. Support company with all forms of technology by working with end users to assess and correct technological issues.
3. Maintain a regular and reliable schedule as set by the supervisor according to handbook guidelines.
4. Install, support, and maintain computers, wiring, and equipment used by Royal.
5. Provide exceptional customer service while working with others.
6. Abide by all safety, security, quality, personnel, and other policies as applicable.
7. Plan, build, document, implement, support, troubleshoot, and maintain solutions relating to the use of technology across departments and the company, as designated by supervisor.
8. Manage access privileges for Royal systems and services.
9. Mentor others to improve customer service.
10. Empower peers and coworkers to use technology efficiently and effectively.
11. Install and maintain software programs in support of systems and business processes.
12. Monitor and troubleshoot backup systems, security systems, servers, workstations, and network systems.
13. Work with solutions providers and vendors to support customers.

Marginal Work Requirements

1. Specification testing per customer and certification requirements.
2. Complete all necessary paperwork.
3. Perform other duties assigned for the good of the department and company.
4. Clean within the department.

Experience

1. No work experience required
2. High school diploma or GED required