IT Service Desk Specialist

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    "description": "<p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">The IT Service Desk Specialist is the primary contact for all external offices regarding technical support issues. The goal is to support, educate and train decentralized office employees on applications and technology to diminish recurring future support requests and make each employee feel well supported and comfortable with technology.</span></span></span></p>\r\n\r\n<p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">The position provides technical assistance and support for requests and incidents focusing heavily upon computer systems, software, hardware (including mobile devices). This position requires the ability to provide a response in person, in writing, or over the phone while sitting at a desk for long period of time.</span></span></span></p>\r\n\r\n<p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\">At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value <strong><span style=\"background-color:#ffffff;\"><span style=\"color:#252423;\">diversity</span></span></strong>, educate on <strong><span style=\"background-color:#ffffff;\"><span style=\"color:#252423;\">equity</span></span></strong>, and create <strong><span style=\"background-color:#ffffff;\"><span style=\"color:#252423;\">inclusive partner opportunities</span></span></strong> to ensure that you know #U<strong><span style=\"background-color:#ffffff;\"><span style=\"color:#252423;\">Belong</span></span></strong>AtUHM!</span></span></p>\r\n\r\n<p> </p>\r\n\r\n<p><br />\r\n </p>\r\n\r\n<p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><strong><u>DUTIES &amp; RESPONSIBILITIES </u></strong></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Provides support through astute troubleshooting methodology</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Address a full range of customer needs, including troubleshooting, technical assistance, system usage support, password resets, etc.</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Document each customer interaction in the ticketing system in a clear, concise, and understandable format </span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Train customers to facilitate the future state of self-service, utilizing technology</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Research and resolve customer calls that require follow-up</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Complies with documented processes and works towards meeting expected service levels</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Maintain accountability for incident prioritization and resolution</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Monitor assigned incidents to ensure adequate and timely resolution in accordance with service levels</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Respond to initial phone calls in a fast paced, help desk environment </span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Provide insight and recommendations to improve efficiency and workflows</span></span></span></li>\r\n</ul>",
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    "qualifications": "<p> </p>\r\n\r\n<p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><strong><u>EDUCATION &amp; EXPERIENCE</u></strong></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">High school diploma or equivalent</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">1+ year of experience in help desk or related IT field </span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">1+ year of experience in field requiring customers service skills</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Familiarity with or experience in troubleshooting LAN hardware/software, desktop devices and end user applications on mid-range systems, cloud and mobile devices. </span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><strong><u>SKILLS REQUIRED</u></strong></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Ability to triage technical issues efficiently and effectively</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Quick to learn new technologies and applications</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Knowledge in relevant operating systems, languages, and environments</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Great verbal and written communication skills</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Positive working attitude, contributing as an individual and team member to accomplish goals</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Strong analytical skills, decisiveness, and sound judgment</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Knowledge of current and evolving information technologies, such as telecommunications, electronic data distribution networks and computers</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Willing and able to work occasional holidays, weekends, and evenings </span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><span style=\"color:#000000;\">Ability to manage time and adapt to changes in workflow</span></span></span></li>\r\n</ul>\r\n\r\n<p> </p>\r\n\r\n<p> </p>\r\n\r\n<p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><strong>This employer participates in E-Verify. If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.</strong></span></span></p>\r\n\r\n<p> </p>\r\n\r\n<p><em><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Union Home Mortgage Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.</span></span></em></p>\r\n\r\n<p style=\"margin-left:48px;\"> </p>",
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