Service Desk Specialist

Division

EMC Technology

Summary Description

The Service Desk Specialist provides first line support for staff in the use of personal computer products, applications, communications systems, and associated products.

Academic and Trade Qualifications

Associates degree in Computer Science or equivalent required. Bachelor’s degree in Computer Science or equivalent preferred. Combination of training and work experience may be substituted for the educational requirements. CompTIA A+ and Network+ certifications preferred.

Work Experience

A minimum of three (3) years of technical support experience preferred.

Responsibilities

• Provides first level response to clients to resolve computer and application problems; assists in second level problem resolution, when directed.
• Configures, troubleshoots and supports all desktop and laptop computers and associated peripherals. Provides cell phone and user phone setup and support, including vendor coordination.
• Provides liaison between clients and IT engineers.
• Consults with clients and provides training on the use of desktop software, hardware, communications systems, and associated products.
• Responsible for maintaining printers and copiers, including the replacement of consumables.
• Other responsibilities include performing end-to-end problem resolution and escalation where needed and on-call support on a rotating basis.

Job Knowledge

• Working knowledge of help desk ticketing software and IT support tools required.
• Strong knowledge of applications like Microsoft Windows and Office, smart phones, and PC hardware configuration.
• Experience with Windows 11, 10, and Mac OS
• Knowledge of customer service principles and practices.

Abilities and Skills

• An aptitude for communications and the ability to build and maintain effective relationships (internally and externally) is a must.
• Candidate should be a self-starter who is well organized and a team player, have strong communications skills and be able to multi-task and work under established deadlines.
• A customer service orientation is a must.

Relationships and Contacts

• Must be able to maintain internal relationships necessary to achieve the purpose of the position and the desired results.
• Work cooperatively with staff members of other divisions and key partners to resolve mutual operational problems and meet corporate policies, procedures and goals.
• May interact with vendors, consultants and contractors as necessary to accomplish assigned objectives.

Work Authorization

Visa sponsorship is not available for this position. Applicants must be legally authorized to work in the United States now and in the future. The company does not provide visa sponsorship or immigration support for this position.

Working Conditions

• Normal business hours, with limited overtime and rotating on call support as required.
• Travel is limited and normally contained within the state.
• Position may require the lifting, moving and installing of IT equipment with weights in the 25-pound range.

Company Profile

NCEMC (https://www.ncelectriccooperatives.com/who-we-are/#about-us) is one of the largest generation and transmission cooperatives in the nation and is the power supplier for most of the state's member cooperatives. NCEMC acquires the power it sells to its member cooperatives in several ways, including asset ownership and Purchased Power Agreements.

North Carolina Electric Membership Corporation provides equal employment opportunities (EEO) to all applicants for employment.