IT Service Desk Temp

This temporary Level I role supports end users as the first point of contact for IT-related issues. You will help resolve customer problems quickly, ensure accurate documentation, and coordinate escalations to Level II Service Desk when additional support is required.

Location and Schedule

• Location: Independence, OH (onsite)
• Employment period: December 7 through February 26
• Work model: Office work four days per week, with Fridays working from home

Role Overview

The Level I Service Desk team provides direct support to customers experiencing IT-related problems. This position focuses on issue resolution for end users, including incident and problem handling, documentation, and escalation of complex cases to Level II Service Desk or the appropriate departments.

Responsibilities

• Handle incidents (issues affecting IT services) and problems (one or more related incidents impacting IT services) while maintaining strong customer service.
• Log incidents and problems with accurate and timely details.
• Escalate cases to Level II Service Desk after completing thorough troubleshooting, gathering relevant information, and using the knowledge base effectively.
• Coordinate with Level II Service Desk to stay current on hardware and software components and specifications across brands.
• Create and update knowledge articles.
• Support hardware requests by completing device configuration and coordinating with the Tech Depot.
• Retrieve requested surveillance videos and deliver them to the Risk department according to the defined procedure.

Requirements

• Experience: 1-3 years in IT or a related field
• Communication: strong verbal and written communication skills
• Customer service: ability to provide excellent customer service
• Plus: ITIL and/or HDI experience and certifications
• Typing: ability to type 40 words per minute
• Physical ability: ability to lift, carry, and place equipment up to 50 pounds
• Work style: an excellent sense of humor

Technologies

• ITIL
• HDI