Specialist I Solution Center

JOB SUMMARY

Responsible for providing technical assistance and support to end-users across the organization. Troubleshoots hardware and software issues, triages, escalates, or resolves technical problems, leverages and maintains relevant knowledge base documentation, and ensures the smooth operation of Jefferson systems. Involves responding to user inquiries, providing guidance on technology tools, managing support tickets, and collaborating with other IS&T teams to implement solutions. Adheres to all organizational and regulatory cybersecurity and compliance policies when conducting service desk activities, enhances user experience, maintains productivity, and ensures that technology resources are effectively utilized across the organization.

ESSENTIAL FUNCTIONS

• Provides support for software, hardware, security, network problems, and questions via multiple customer contact channels, documents all activity in service management system following standard procedures, and adheres to established guidelines for cybersecurity policies and procedures, customer service skills, documentation quality, and response speed.
• Coordinates with other IS&T team members to appropriately escalate and resolve issues as quickly as possible based on priority and severity.
• Documents resolutions and contribute to knowledge base system to address commonly reported problems, questions, and known troubleshooting and resolution steps.
• Participates in continual improvement efforts aimed at improving IS&T and service desk systems and workflows to enhance operational efficiency.

ADDITIONAL RESPONSIBILITIES

• ORGANIZATIONAL IMPACT: Works to deliver on day-to-day objectives with some impact on achievement of results for the job area. Delivers job responsibilities following a defined standard output or set of procedures. Work consists of tasks that are very routine, or well defined, with specific instructions to achieve standardized solutions.
• INNOVATION & COMPLEXITY: Responsible for checking data and information when minor changes may be required based on review. Problems and issues faced are routine and solutions clearly prescribed. Follows a well-established and familiar set of activities and/or processes to derive a solution.
• COMMUNICATION & INFLUENCE: Communicates with contacts typically within immediate job area on matters that involve obtaining or providing information requiring little explanation or interpretation.

QUALIFICATIONS

Education - Required

• High School Diploma/GED

Experience - Required

• Less than 1 year related work experience

Knowledge, Skills and Abilities - Preferred

• Possesses strong knowledge of troubleshooting personal computers, mobile devices, and network connectivity issues to ensure smooth and efficient operations.
• Demonstrates the ability to work effectively in a collaborative team environment while remaining self-motivated and disciplined in completing tasks.
• Shows excellent attention to detail with strong analytical skills to interpret data, identify problems, and develop effective solutions.
• Maintains the ability to manage multiple and changing priorities in a fast-paced environment while delivering high-quality results.