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Service Desk Specialist

Company: Life & Safety
Location: Longmont
Posted on: September 24, 2022

Job Description:

For this opening we will consider candidates from the following locations: Longmont,CO,United States - Intrado is looking to hire a Service Desk Specialist -in Longmont, CO to join our Life & Safety business segment. Essential Duties:

  • Responsible for acting as single point of contact for tier 1 support for assigned business unit's end users on routine service issues, incidents, events, and the application support life cycle ensuring adherence to corporate and department policies and procedures
  • Determine if the service request is within the department's scope of responsibility, if so, analyze and handle the request, assisting the end user until the problem is resolved or needs escalated, if not, route the request to the appropriate department
  • Resolve service problems within the scope of responsibility (e.g., modify call flow, password reset, product questions, post-problem management communications, etc.), escalating to appropriate departmental staff any issues deemed at a higher incident or event level as necessary
  • Use trouble ticketing system for tracking end user interactions and problem resolution; continually keep up-to-date on service desk best practices and hierarchy in order to provide qualify support to include minimizing service failures, communicating with end users, handling routine requests, and resolving incidents and events with minimal delay
  • As required, complete service desk requests pertaining to the application support life cycle (e.g., plan, build, run) acting as interface for internal processes by monitoring and managing each layer of service from beginning to end Applicant for this job will be expected to meet the following minimum qualifications: Education:
    • High school diploma or GED required
    • Associate degree from an accredited college or university in computer science, MIS, or a related field is preferred. Equivalent work experience in a similar position may be substituted for educational requirements Experience:
      • Minimum two years' experience in a help desk or technical position required
      • Minimum of one year experience in a public safety, 9-1-1, or 24/7 environment preferred
      • Minimum of one year experience with Information Technology Infrastructure Library (ITIL) methodology preferred Technical:
        • Minimum one year experience with customer service desk database software preferred Other
          • Intermediate knowledge of MS Word, Excel, and Outlook required
          • Industry certifications related to job duties preferred (e.g. ITIL, etc.)
          • May be asked to work a shift outside of normal schedule - Compensation: -
            • Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you'd expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond (tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identify protection and more)! Apply today to join us in -work worth doing! For candidates located in Colorado, the starting salary range is $18 -an hour and will be commiserate with experience.

Keywords: Life & Safety, Longmont , Service Desk Specialist, Other , Longmont, Colorado

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