Job description
LMI is seeking a full-time, hybrid Service Desk Specialist I to provide tier 1 support to internal users. As part of the Service Desk team, the specialist will be responsible for diagnosing and resolving internal users' issues and escalating issues that extend beyond tier 1 span of control. They will also assist with other IT projects, provide frontline vulnerability management, and diagnose and resolve basic Windows Server issues.
This is a full-time, hybrid position, with the specialist being asked to work from the company's office in Chesterland, Ohio once per week. A successful candidate will have technical qualifications as well as a background with customer or user support. In addition, they will have excellent written and verbal communication skills, experience supporting users with a variety of technical skillsets, and comfort working with colleagues at all levels of the organization.
The primary responsibilities for this role include:
- Responding to internal users' requests for assistance via phone, email, or chat using appropriate Service Desk software in a timely manner and documenting those requests.
- Providing end-user support for software and/or hardware-related issues, escalating to other team members as necessary.
- Working through the problem-solving process with users, empowering them to do the same in the future.
- Supporting LMI's cybersecurity program by participating in our vulnerability management process.
- Troubleshooting and resolving basic server management issues.
- Creating and maintaining documentation of team processes and procedures.
- Participating in non-business hours on-call support rotation.
- Providing training to peers and colleagues as needed.
Required:
- Associate degree in a relevant field, or equivalent training & work experience
- At least 1 year of experience supporting users or customers
- Foundational knowledge of Microsoft Windows desktop operating systems and Active Directory
- The ability to quickly adapt to and provide support for new and changing software and hardware
Preferred:
- 1 - 2 years experience with technical end user support
- 1 - 2 years experience with Windows Server and Active Directory
- Active Microsoft, CompTIA, ITIL, HDI, or Veeam certifications
- Understanding of the legal and/or medical industry
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