Service Desk Specialist- Home Office(s) - Information Services - ResponsiveEd

Position Summary: 

A Service Desk Specialist works directly with members of the Information Services team to provide customer facing hardware and software support. The aim of a Service Desk Specialist is to align the outcome of the Service Desk Specialist responsibilities and deliverables with the strategic initiatives of the Information Services Department, while promoting the organization’s overall vision, objectives, goals and culture.

Qualifications: 

Education/Certification 

• High School Diploma/GED required. 
• Associates degree preferred . Computer Science, Math, Technology or equivalent preferred.

Experience

• 1+ Years in customer support roles. 
• 1+ Years experience with computer networks, hardware, and software applications.
• 1+ Years experience using ticket tracking and documentation tools. 
• 1+ Years working with Google.
• Service Desk software experience preferred.

Required Knowledge, Skills, and Abilities 

• Excellent verbal and written communication skills. 
• Excellent problem-solving skills. 
• Creative thinking to deliver innovative solutions. 
• Strong personal and relationship building skills. 
• Exceptional time management and organizational skills.
• General knowledge of computer systems (hardware/software/networking). 
• Ability to learn, understand, and support multiple software systems on multiple devices.
• Ability to maintain effective working relationships with a consistently positive attitude.
• Maintain a professional appearance and neat work area.

Core Responsibilities 

• Serve as first & second tier support for internal and external customers. 
• Provide friendly, courteous, timely and quality support to all users. 
• Track all details of the issue and resolution using JIRA Service Desk Software.
• Create customer facing and internal knowledge base documents for all issue types. 
• Quickly assess the issue and provide accurate resolution.
• Gather required information to escalate for advanced resolution.
• Monitor service request queue and provide required resolution/escalation within SLA agreement.
• Assume new responsibilities as needed. 
• Complete required training assigned by the Customer Services Manager.

Equipment Used 

All equipment required to perform jobs duties and tasks previously described. 

Physical / Environmental Factors 

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ResponsiveEd Texas does not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy), national origin, age, disability, military status, genetic information, or on any other basis prohibited by law and provides equal access to the Boy Scouts of America and other designated youth groups. Employment decisions will be made on the basis of each applicant’s job qualifications, experience, and abilities, as well as the school’s needs. Questions or concerns about discrimination based on sex, including sexual harassment, should contact Beckie Allen, the school’s Title IX Coordinator, at 972-316-3663, BAllen@BlueLearning.com, or 1301 Waters Ridge Dr., Lewisville, TX 75057. Questions or concerns relating to discrimination for any other reason should be directed to Casey Morgan, Executive Director of Human Resources, at 972-316-3663, EmployeeRelations@ResponsiveEd.com, or 1301 Waters Ridge Dr., Lewisville, TX 75057.