IT Service Desk Specialist II

Renuity, LLC; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Renuity in Charlotte, NC seeks an IT Service Desk professional to deliver exceptional customer support across multiple channels and to troubleshoot incidents related to Windows, macOS, iOS, and iPadOS. You will gather information, communicate progress, and escalate issues while documenting detailed notes for escalation teams.

You will help manage asset lifecycles, track inventory, and ensure SLA adherence, collaborating with the Technology Services team to support Renuity’s nationwide growth.

Qualifications

• Technical degree in information systems, computer science or related field.
• 2-4+ years of information technology experience.
• Experience supporting Windows, macOS, iOS, and iPadOS.
• Knowledge of M365, Teams, SharePoint, OneDrive.

Responsibilities

• Deliver exceptional customer service throughout every customer interaction.
• Respond promptly to service requests and incidents with timely resolution.
• Conduct initial problem diagnosis and provide accurate troubleshooting for incidents and service requests.
• Gather information using organizational tools, customer conversations, and support tools.
• Communicate with customers through phone, email, and chat to ensure clarity and understanding.
• Escalate complex issues as needed and document notes in the ticketing system.
• Prioritize incidents per SLA and accurately categorize for logging and tracking.
• Maintain asset lifecycle management and track hardware/software through procurement to decommissioning.
• Provide OS support for Windows, macOS, iOS, and iPadOS.
• Adhere to corporate policies and act as the local Service Desk contact.
• Collaborate with Technology Services team to enhance service delivery.
• Assist in providing technology services and project support across divisions.
• Perform regular audits and physical inventory counts of IT assets to ensure data accuracy
• Support operating systems including Windows, MacOS, iOS, and iPadOS, ensuring users receive comprehensive assistance
• Adhere to corporate policies and procedures to guarantee compliance across all support activities
• Act as the primary local contact for the Service Desk within the collocated division, addressing technology-related requests and inquiries
• Engage actively in Technology Services team meetings, collaborating with peers to enhance service delivery and team effectiveness
• Contribute to providing technology services and project support across all Renuity divisions and locations

Skills

Windows support

macOS support

iOS/iPadOS support

M365 suite

Teams & SharePoint

OneDrive

macOS

iOS

iPadOS

Education

Technical degree in information systems, computer science or related field

HDI CSR

Azure Fundamentals (AZ-900)

ITIL 4 Foundation

HDI SCA

Job description

What You’ll Do:

Exceptional Customer Service

• Deliver the highest level of exceptional customer service throughout every customer interaction
• Respond promptly to service requests and incidents, ensuring timely and effective resolution

Problem Determination and Resolution

• Conduct initial problem diagnosis, providing accurate troubleshooting for incidents and service requests related to supported software, hardware, and technology infrastructure

Information Collection and Communication

• Gather relevant information using organizational tools, customer conversations, and support tools
• Communicate with customers through various channels (phone, email, chat) to ensure clarity and understanding

Escalation Management

• Escalate complex issues swiftly when necessary, ensuring that unresolved tickets are addressed within established timelines
• Document detailed, meaningful notes in the ticketing system for reference by other support staff and escalation teams

Incident and Request Prioritization

• Adjust priority levels appropriately based on incident criticality and service level agreement (SLA) compliance
• Accurately categorize incidents and requests for effective logging and tracking

Customer Relationship Building

• Foster a positive customer support experience by understanding customer problems and ensuring timely resolutions or escalations
• Provide ongoing communication regarding progress updates with a professional demeanor

Asset Lifecycle Management

• Track hardware and software throughout their lifecycle: procurement, deployment, relocation, maintenance, and decommissioning.

Inventory Control

• Perform regular audits and physical inventory counts of IT assets to ensure data accuracy.

Technical Support Proficiency

• Support operating systems including Windows, MacOS, iOS, and iPadOS, ensuring users receive comprehensive assistance

Compliance with Corporate Policies

• Adhere to corporate policies and procedures to guarantee compliance across all support activities

Local Service Desk Contact

• Act as the primary local contact for the Service Desk within the collocated division, addressing technology-related requests and inquiries

Collaboration and Team Participation

• Engage actively in Technology Services team meetings, collaborating with peers to enhance service delivery and team effectiveness
• Contribute to providing technology services and project support across all Renuity divisions and locations

What You’ll Bring:

Experience:

• Technical degree in information systems, computer science or related field
• 2-4+ years of information technology experience
• Supporting Windows, macOS, iOS, and iPadOS
• Knowledge of M365, Teams, SharePoint, OneDrive

Certifications:

• CompTIA A+
• HDI Customer Service Representative (HDI-CSR)
• Azure Fundamentals (AZ-900)
• ITIL 4 Foundation
• HDI Support Center Analyst (HDI-SCA)

About Renuity

Renuity, headquartered in Charlotte, NC, is a leading home improvement services business with a rapidly expanding national footprint. Renuity currently operates across 36 states and has created hundreds of thousands of happier homeowners across the United States who have chosen Renuity for their home improvement needs. Renuity is redefining the home improvement experience with a focus on trust, innovation and customer-first service.

To learn more, visit Renuity's About Us page.

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [e-mail].

If you have a question regarding your application, please contact [e-mail]

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