IT Service Desk Temp

Flynn Group; Independence Township (OH); Hybrid; USD 20,664,000 - 30,307,000; Full time

Job summary

Flynn Group is seeking a Level I Service Desk team member for a temporary role through year end. You’ll be the frontline for IT issues, logging incidents, and guiding users to resolutions with strong customer service. You’ll escalate after troubleshooting and contribute to knowledge base updates.

You should have 1–3 years IT experience, excellent communication, and the ability to type 40 wpm. Some ITIL/HDI credentials are a plus.

Qualifications

• 1–3 years of IT or related experience.
• Strong customer service and communication skills.
• ITIL/HDI certifications are a plus.

Responsibilities

• Serve as first contact for IT issues and complaints.
• Log incidents and problems accurately and promptly.
• Escalate to Level II after troubleshooting and info gathering.
• Collaborate with Level II Desk to stay updated on hardware/software.
• Create and update knowledge articles.
• Process hardware requests through the Tech Depot.
• Handle surveillance video requests per procedure.

Skills

Customer service

Verbal communication

Written communication

Typing 40 wpm

Education

Bachelor's degree in IT or related field

Tools

ITIL certification

HDI certification

Job description

This is a temporary position needed through the end of the year.

Available Shifts:

• Monday - Friday, 10a-7p

At Flynn Group, we believe in the power of collaboration and value in-person interactions. This is why our employees work from the office four days per week, leaving Fridays to work from home. This setup cultivates casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where innovation thrives, with office-based teams coming together four days a week to collaborate and thrive, together!

Our Vision for this Role

Our Level I Service Desk Team supports customers with IT-related problems, functioning as the first point of contact between users and the company. We resolve issues and address complaints and escalate complex matters to Level II Service Desk or the suitable departments as appropriate. Your primary duty within this role is to resolve issues for end users as quickly and efficiently as possible.

What We Will Accomplish Together

• Responding to incidents (issues impacting IT services) and problems (one or more related incidents impacting IT services), all while providing excellent customer service.
• Providing accurate and timely logging of incidents and problems.
• Escalating to Level II Service Desk after thorough troubleshooting, information gathering, and effective use of the knowledge base.
• Working with Level II Service Desk to stay up to date on all hardware and software components and specifications across brands.
• Creating and update knowledge articles.
• Fulfilling hardware requests via device configuration and coordination with our Tech Depot.
• Retrieving requested surveillance videos and deliver to Risk department, as per defined procedure.

What You Have

• If you have a Bachelor's degree, that is a plus, as well as 1-3 years’ experience in IT or related field.
• You should have great customer service, verbal and written communication skills required.
• If you have ITIL and/or HDI experience and certifications, it is a plus.
• You should have the ability to type 40 words per minute.
• You should have the ability to lift, carry, and place various equipment up to 50 pounds.
• Finally, you should bring an excellent sense of humor to the table – we like to have FUN!

The Flynn Group is an Equal Opportunity Employer