IT Service Desk Specialist I

OverviewThe IT Service Desk Specialist I will properly triage incoming user requests and incidents, via phone, email, and/or chat session, to ensure the user's questions are answered in a timely manner. This includes identifying, logging, categorizing, prioritizing, diagnosing and actively resolving user incidents; in addition to escalating incidents when considered appropriate and necessary to maintain service level agreements (SLA). Incident resolution will involve the use of diagnostic, tracking and remote tools, in addition to critical and analytical thinking skills. The Patterson IT ServiceDesk, consisting of 10-15 team-oriented members, assists 7000+ co-workers globally, using the above-mentioned communication methods. We are responsible for not only assisting our employees with various technologies, but also providing a top-notch experience that they can pass on to their customers.ResponsibilitiesProvide technical assistance and support for incoming user requests via phone, email and/or chat sessions as a single point of contact.

Troubleshoot and resolve user issues in a timely manner including the use of Active Directory, Knowledge Bases, and Incident Management Systems, and other resources on the Internet/Intranet to aid in problem resolution.

Follow established department processes and procedures and escalate incidents to IT ServiceDesk Supervisors and IT ServiceDesk Specialists III as needed.

Communicate appropriately with peers, management, and users to ensure user issues are addressed in a timely manner.

Meet or exceed department performance metrics such as call lengths, after call work, and adherence to schedule.

Maintain relevant skills through monthly training and team meetings.

Critical Competencies:Ethics & Integrity:Acts consistently and makes decisions in the organization’s best interest.Customer Focus: Makes customers and their needs the primary focus of one’s actions.Drive for Results:Demonstrates drive, determination, and ownership to achieve both individual and team results and success.Technical Expertise:Demonstrates and maintains technical and professional skill or knowledge in position-related areas.Problem Solving:Uses logic and analytical methods to identify solutions resulting in effective problem resolution.Self-Management:Manages time and resources and balances competing demands to ensure work is completed.Collaboration:Works effectively with others to achieve a common goal.Physical Demand:Lifting or carryingLight physical activityUp to 10 poundsSitting or standingLight physical activityUse of handsLight physical activityStoop, bend, or crawlLight physical activityEnvironment Factors:Operating a computer or other office device (computer and phone for 3 hours at a time/per an 8-hour day)

Talking or hearing "position involves frequent communication with (inside staff, etc.) and requires ability to understand and effectively exchange accurate information"

Reading or sight "requires troubleshooting of computers, phones, etc. and typing notes"

Travel and On-Call:This position requires minimal travel (10%) in a national area.For this position being on-call is not required.QualificationsMinimum QualificationsHigh School Diploma or equivalent.

Experience in Customer Service

Excellent written, verbal and interpersonal communication skills

Consistent, positive attitude and respect for high quality standards

Experience using Microsoft Windows and related technologies

Ability to make quick, sound judgments when answering questions

Ability to multi-task

Committed to being a team player

Highly motivated, ability to take ownership of assignments/incidents

Ability to recall numerous guidelines and procedures

Excellent organizational skills

Ability to absorb new ideas and concepts quickly

Strong analytical and problem-solving abilities

Preferred QualificationsTechnical or Associate Degree with emphasis on Information Systems or related field

At least 1 year of technology experience in a similar support role.

Experience in a Technical Support / Call Center role

Basic understanding of ITIL incident management methodology

BenefitsBenefits:We provide competitive benefits, unique incentive programs and rewards for all eligible employees. Please click here (https://www.pattersoncompanies.com/careers/default.aspx#section=benefits) for an overview of benefits offered.EEO StatementAn Equal Opportunity EmployerAs a people-first company, Patterson promotes a culture that embodies and celebrates diversity and inclusivity. We believe our employees’ unique experiences and differences are what strengthen us and drive our success. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status.We are Patterson. We welcome you.Job Locations US-IL-EffinghamRequisition ID 2021-12411# of Openings 1Position Category Information TechnologyCompany Patterson Technology CenterPosition Type Regular Full-TimeAn Equal Opportunity EmployerPatterson Companies, Inc., is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.