Service Desk Specialist I

JOB DESCRIPTION

As a 100% employee-owned contractor, when you work at Sundt, you're not just hiring on at a company, you're joining a culture.

Because everyone at Sundt is part owner, you'll join a team of people who are deeply invested in their work.

From apprentices to managers, we're passionate about the details and deliberate in everything we do.

At Sundt we focus on building long-term prosperity for our clients, communities and employee-owners.

We offer competitive pay, industry-leading benefits including a 401k and employee stock ownership plan, incentive programs for craft and administrative employees as well as training that focuses on your personal and professional growth.

We're driven by skill, grit and purpose.

Join us as we strive to be the most skilled builder in America

Job Summary

The Service Desk Specialist will be responsible for providing Level 1 and/or Level 2 technical support and customer service for internal employees and will serve as the primary point of contact for all IT related requests and technical problems.

In addition, the Service Desk Specialist will receive and categorize all incoming Help Desk emails and phone calls; ensuring requests and problems are clearly identified and documented within the help desk ticket tracking database.

The successful Service Desk Specialist must be a flexible problem solver for both technical and procedural inquiries and take responsibility for escalating unresolved requests/problems to the appropriate technical support teams.

The Service Desk Specialist position includes 2 levels based on experience (Level I designated for representatives with 1-2 yrs.

of help desk experience and the Level II is for those with 2-4+ yrs.

of experience).

Key Responsibilities

1.

Ability to effectively communicate technical and non-technical information to various audiences.
2.

Effectively utilizes the IT Department Change Management process when adding new equipment or making changes that could impact the production network environment.
3.

Maintains effective lines of communication with all IT Department staff to research problems, repeated incidents, and documentation of solutions.
4.

Maintains ongoing education in the technology industry, participating in both company sponsored training and/or external vendor lead courses.
5.

Manages all incoming emails, tickets, and phone calls to the help desk by correctly identifying, documenting, and categorizing issues within the ticket database.
6.

May test software and/or hardware to provide feedback on ease of use, bugs and conflicts, suitability to task, or provide specific configuration suggestions.

Assist with the development of end user training materials.
7.

Provide basic-to-intermediate PC software and/or hardware systems support via telephone, e-mail, and remote-control sessions.
8.

Provides a positive customer experience with exceptional listening skills.

Represents the IT department as a trusted and reliable resource by supplying accurate inf...