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 part of the first-level on-site triage team to resolve technical issues for Boys Town users.
MAJOR RESPONSIBILITIES & DUTIES:
1. Provides timely support for the entire user community through multiple channels such as telephone, self-service requests, and in person walk-ins.
2. Creates a positive end-to-end customer experience and provides a single point of contact.
3. Tracks customer interactions via ticketing system and exhibits professional communication both verbally and in writing.
4. Identifies and determines root causes and finds solutions to common IT issues related to hardware, software, networking, configuration, operation, and printing.
5. Assists with user account management and dual authentication services.
6. Adheres to and supports organizational and departmental standards, policies, and procedures. Maintains and protects confidentiality.
7. Participates in creating and reviewing support documentation and processes.
8. Collaborates with other IT professionals or departments to resolve escalated issues.
KNOWLEDGE, SKILLS, AND ABILITIES:
1. Knowledge of hardware, software, operating systems (especially Windows & macOS), and networking concepts.
2. Familiarity with services like Office 365, SharePoint, Webex/Teams, Wi-Fi, Active Directory, and cybersecurity.
3. High level of professionalism, customer service, problem solving, and interpersonal skills.
4. Ability to communicate effectively with individuals at all levels within the organization.
5. Ability to clearly explain technical issues to non-technical users, both verbally and in writing.
6. Ability to work independently, meet deadlines, and multi-task while maintaining quality standards.
7. Ability to learn and support new applications, with strong problem-solving, documentation, and research skills.
REQUIRED QUALIFICATIONS:
1. Minimum of 1 year of Information Technology experience.
2. Availability to travel and work evenings or weekends as needed.
PREFERRED QUALIFICATIONS:
1. Associate's degree in Computer Science, related field, or equivalent preferred.
2. Helpdesk support certifications, Windows certifications, or CompTIA A+ preferred.
3. 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 may be assigned as needed to meet organizational needs. The role models behaviors that reflect Boys Town’s values and principles.
PHYSICAL REQUIREMENTS, EQUIPMENT USAGE, WORK ENVIRONMENT:
* Moderate physical activity handling objects up to 50 pounds, in a typical office environment.
* Uses standard office equipment such as computers, monitors, and keyboards.
Diversity and inclusion are integral to Boys Town’s culture. We respect and leverage individual differences to foster better decision-making, innovation, and results.
About Boys Town: Established in 1917, Boys Town has grown into a leading national organization dedicated to caring for children and families, with additional services in healthcare and research. Our employees are vital to our mission, and we offer comprehensive benefits including healthcare, mental health services, retirement plans, tuition assistance, and professional development opportunities. Working at Boys Town is more than just a job; it’s a way of life.
This job description provides a general overview and may include additional duties as assigned. Boys Town is an equal opportunity employer and participates in E-Verify. Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. For accommodations, contact us at 1-877-639-6003.
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