JOB SUMMARY

The Service Desk Specialist 1 provides and delivers first-level technical support to end users via phone, in person or electronically on routine issues regarding IT operations while working under direct supervision. As a member of the technology team this position will have the opportunity to contribute to the design process for creating enterprise solutions. Responsibilities include answering and logging all service desk calls; providing phone support for hardware and software issues; escalating calls as appropriate to proper team.

ESSENTIAL FUNCTIONSReasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Responds to first-level service desk requests and issues and provides technical support to diagnose, analyze, research and resolve routine computer problems. Logs all calls to ensure complete call management.
• Provides first level service desk support to users by recognizing, researching, isolating and resolving problems with information systems products and services. Uses telephone and remote access to assess issues and find resolution.
• Provides preventative maintenance, troubleshooting, root cause analysis, and resolution for routine technical problems in order to ensure user satisfaction.
• Provide accurate call descriptions and resolutions to insure effectiveness of knowledge base. Analyzes routine customer escalations and develops and recommends appropriate technical solution or resource.
• Prioritizes and escalates calls as needed to appropriate escalation team. Assists in incident management and provides ticket documentation. Assists in the consultation to end users on best practices, applications and knowledge for password reset tools, associated support groups, access levels and group requirements, security policies and requirements, and identity validation standards.
• Provides administrative support to service desk to ensure effective communication and prompt response times by logging call tickets, notifying departments of system outages, and notifying departments when systems are become functional again.
• Accesses customer needs and contributes to the design process for creating solutions.
• Performs other related duties as necessary or assigned.

SUCCESS PROFILEKnowledge, Skills, and Abilities

• General knowledge of the principles, processes, and practices related to service desk including basic troubleshooting and diagnostic skills for computer hardware and software; computer literacy in various computers, network, mainframe technologies and applications; Windows and Microsoft Office.
• Strong customer service, verbal and written communication skills in order to interact with all levels of personnel the ability to communicate technical topics in a way that is understandable to others.
• General knowledge of business systems, data processing, and customer service concepts and practices.
• Applicable privacy laws as well as corporate and departmental policies and procedures related to privacy as related to accessing, utilizing, and disclosing individually identifiable information Ability to triage calls to determine if calls belong at first level Service Desk support or needs escalating to appropriate escalation team.
• Ability to analyze and diagnose basic to moderately complex technical problems.
• Ability to analyze customer needs and expectations along with documenting functional requirements and perform technical evaluations.
• Demonstrate the American Enterprise core competencies of change, communication, customer focus, financial acumen, innovation, teamwork, critical thinking, and decision making. For a full description of each competency, please visit americanenterprise.com/core-competencies.
• Embrace and foster a diverse and inclusive culture that aligns with our commitment to THRIVE Toolkit: We are building resources for employee reference, including a diversity driven book club, leadership training, and a culture of betterment philosophy. Hear: Every employee has a voice. We listen with attention to gain knowledge and to understand. Respect: We empower people by respecting and appreciating their differences. Inclusion: We support a collaborative workforce that promotes belonging and respect that increases participation and contribution from all employees. Value: All employees are appreciated for their uniqueness. Equity: For all.
• Demonstrate an Agile mindset* of trust, teamwork, and transparency and capability to implement agile tools into daily work, allowing for quick adaption to change. (*An agile mindset is the set of attitudes supporting an agile working environment including trust, teamwork, transparency, respect, improvement, ongoing learning, pride in ownership, focus on delivering value, and the ability to adapt to change.)
• Embrace our culture of betterment, which surrounds the question: Does this decision fit with our mission and core values while enhancing the outcome for our customers, our business, and our associates?

EDUCATION AND EXPERIENCE

Education

• Associates degree in information technology or related field. Combination of High school diploma or GED equivalent and experience may be accepted in lieu of degree.

Experience

• Previous experience in a service-related industry, a plus.

TRAVEL REQUIREMENTS

Type: Trainings/Seminars/Conferences

Percentage: Minimal

PHYSICAL REQUIREMENTS

• Primarily works in an office environment (or in-home office) performing work that is sedentary which involves remaining stationary and working on a computer for long periods of time
• Must be able to review, assess, and/or analyze data and figures by viewing a computer screen, including extensive reading.
• Regularly communicates with others in-person, via video conferencing, electronically (including email), or by phone to exchange accurate information.

This job description does not list all activities, duties, or responsibilities that may be required. The employee in this position may be assigned other duties at any time with or without notice.

This job description does not constitute a contract of employment and the company may exercise its employment-at-will rights at any time.