Service Desk Specialist

Boys Town; Portsmouth (RI); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Desk Specialist to join their innovative IT team. In this pivotal role, you will be the first point of contact for technical support, ensuring a seamless experience for users. You will leverage your technical knowledge in hardware, software, and networking to troubleshoot issues and enhance user satisfaction. This position offers an opportunity to grow within a supportive environment that values diversity and inclusion, making a meaningful impact on the lives of children and families. If you're passionate about technology and customer service, this is the perfect chance to advance your career.

Qualifications

• 1+ years of IT experience required, with strong customer service and problem-solving skills.
• Ability to work independently and manage multiple tasks effectively.

Responsibilities

• Provide timely technical support to users via various channels.
• Identify and resolve common IT issues related to hardware and software.

Skills

Customer Service

Problem Solving

Interpersonal Skills

Technical Communication

Time Management

Education

Associate's Degree in Computer Science

Tools

ServiceNow

JIRA

Zendesk

TeamViewer

Beyond Trust

SolarWinds

Splunk

Job description

Are you a self-starter who takes initiative to resolve issues? Information Technology at Boys Town is where innovation and technology come together to make us one of the best by delivering game-changing, technology-driven business models and staying ahead of industry trends. As the Service Desk Specialist, you will be a part of the first level on-site triage team to resolve technical issues for Boys Town users.

Applicants must be currently authorized to work in the United States on a full-time basis. We are not offering sponsorship to applicants for employment visa status.

MAJOR RESPONSIBILITIES & DUTIES:

• Provides timely support for the entire user community through multiple channels such as the telephone, self-service requests, and in person walk-ins.
• Creates a positive end-to-end customer experience and provides a single point of contact.
• Tracks customer interactions via ticketing system and exhibits professional communication both verbally and in writing.
• Identifies and determines root causes and finds solutions to common IT issues related to hardware, software, networking, configuration, operation, and printing.
• Assists with user account management and dual authentication services.
• Adheres to and supports organizational and departmental standards, policies, and procedures. Maintains and protects confidentiality.
• Participates in identifying the need for, creating, and reviewing support documentation and processes.
• Collaborates with other IT professionals or departments, when necessary, in a positive manner to resolve escalated issues.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of hardware, software, operating systems (especially Windows & macOS), and networking concepts.
• Familiarity with services like Office 365, SharePoint, Webex/Teams, Wi-Fi, Active Directory, and cybersecurity.
• High level of professionalism, customer service, problem solving, and interpersonal skills.
• Ability to communicate with individuals at all levels within the organization in an articulate, professional manner.
• Ability to clearly explain technical issues to non-technical users, both verbally and in writing.
• Ability to work independently, meet deadlines, and multi-task while maintaining quality standards.
• Ability to learn and support new applications and have strong problem solving, documentation, and research skills.

REQUIRED QUALIFICATIONS:

• Minimum of 1 year of Information Technology experience required.
• Available to travel and to work evenings or weekends as needed required.

PREFERRED QUALIFICATIONS:

• Associate's degree in Computer Science, related field, or equivalent is preferred.
• Helpdesk applicable support certifications, Windows certifications, or CompTIA A+ certification preferred.
• Experience with ticketing systems (e.g., ServiceNow, JIRA, Zendesk), remote support tools (e.g., TeamViewer, Beyond Trust), and monitoring tools (e.g. SolarWinds, Splunk) preferred.

OTHER DUTIES:

• This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times and as determined by a supervisor in order to meet the needs of the organization.
• Serves as a role model in carrying out activities and behaviors that reflect the values and principles of the Boys Town mission.

PHYSICAL REQUIREMENTS, EQUIPMENT USAGE, WORK ENVIRONMENT:

• Position requires moderate physical activity handling average weight objects 20 pounds and up to 50 pounds on occasion in a normal office administrative environment involving minimum exposure to physical risks. Will use office equipment such as a computer/laptop, monitor, keyboard, and a general workstation set-up.

Diversity is more than a commitment at Boys Town—it is the foundation of who we are and what we do.

At Boys Town, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

About Boys Town:

Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference.

Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities.

This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003.