The Service desk specialist will be part of a team providing customer support/help desk activities for the Indianapolis NFMC Computer Service Desk. Responsibilities will include providing telephone and desk side support for all customer service/help desk activities from end users, such as answering calls, determining corrective actions, providing assistance in resolving problems and providing desk side support to users. Service desk specialist will provide at least tier one and two levels of end user technical support; they will be involved in various IT projects i.e., software and hardware rollouts and system updates.

Major Responsibilities:

• Provide the initial point of contact for computer users who are experiencing technical issues or need help with their desktop computing environment

• Respond to support requests by phone, email, and direct input

• Possess an in-depth knowledge of the Windows Operating System and experience with desktop software installation and configuration; experience with desktop and laptop hardware maintenance and repair to include the installation and configuration of peripherals such as printers, scanners, webcams, and other USB devices

• Experience working as a member of a team and have a customer-centric focus toward quickly resolving support requests

• Experience configuring and managing enterprise wireless networks a plus

• Minimum of 4 years in an enterprise environment of Computer Service Desk experience

• Associates Degree, or equivalent experience.

• Must have good people skills to service customers with a wide range of technical knowledge

• Good written and verbal communication skills to keep the customer informed and record actions taken to address technical problems

• Analytical and problem-solving skills for troubleshooting and resolving technical problems