IS HQ Service Desk Specialist

Position Description: Troubleshoot and resolve a range of technology related problems experienced by end users in utilization of IS hardware and software.

Location: Position can be performed from any U.S. company office location, with opportunity for hybrid and remote work.

Essential Duties & Responsibilities:

• Respond to incoming service calls and support requests via email submitted by internal and external users of Turner's IS systems, and resolve Tier I issues.
  
• Escalate Tier II and above computer utilization issues for Turner's global user base.
  
• Identify and report trends observed by the service desk for potential issues/risks to Turner's IS environment.
  
• Document tickets and maintain IS knowledge base library.
  
• Report and analyze service desk metrics.
  
• Participate in the rollout of new systems to establish support procedures as it relates to the service desk
  
• Train and mentor HQ Support Technicians, BU IS and end users.
  
• Compose and publish knowledge based articles related to common issues observed by the service desk for user base and IS staff.
  
• Contribute to continuous improvement efforts that foster customer service excellence for all of Turner's technology users.
  
• Provide after-hours rotational support as the "on call" service desk specialist to Turner's end users.
  

Qualifications:

• Bachelor's degree in computer science, computer information systems orrelated field and minimum of 1 year of work experience or an equivalent combination of education and experience.
  
• Experience with troubleshooting and ticketing systems preferred
  
• Customer service experience
  
• Desktop\systems support experience preferred
  
• Knowledge of Active Directory
  
• Experience with Windows 7, Windows 8.1 and Windows 10
  
• Knowledge of Microsoft operating system, Office 365, MS Exchange, and Microsoft Office applications
  
• Experience with Office 2010/2013/2016 support
  
• Knowledge of mobile device support
  
• Understanding of malware/spyware/anti-virus software
  
• Able to effectively operate in a multi-tasking environment
  
• Possess strong interpersonal and communication skills in a professional and effective manner via phone and email

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear and taste or smell. The employee is frequently required to stand and walk. The employee is occasionally required to climb or balance and stoop, kneel, or crouch. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is sometimes exposed to moving mechanical parts. The employee is occasionally exposed to airborne particles or caustic chemicals. The noise level in the work environment is usually moderate.

Turner is an Equal Opportunity Employer - race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other characteristics protected by applicable law.

Turner is an Equal Opportunity Employer - race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other characteristics protected by applicable law.