IT Specialist

RESPONSIBILITIES: 1. Incident analysis and resolution a. Logs all service desk calls or email requests into Incident Management System (ServiceNow), assign, update, and resolve incident as needed. b. Analyzes and resolves incidents with a goal of 90% First Call Resolution. c. Supports at a minimum Microsoft Office, Windows OS, and Remote Access. 2. Direct Service Desk Requests a. Completes requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping and support b. Logs all service desk email requests into Incident Management System (ServiceNow) 3. Incident prevention and continuous process improvement (when time permits) a. Investigates causes, tests solutions, and puts solutions in place to reduce calls to the service desk. b. Fixes causes, not just solutions. Works to eliminate recurring issues and reasons to call. c. Promotes effective use of technology. d. Watches for trends that indicate potential incidents and then escalates the issues or concerns before they happen. 4. Customer Service a. Must learn to think of the customer as the most important part of the job. b. Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior. c. Promotes a professional service desk image and sells the value of the service desk. d. Understanding service desk priorities and objectives and taking an active role in accomplishing these objectives. 5. Participates in other I&O teams a. Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems. Tries to identify…