GCI's Service Desk Specialist I is part of an integral group within the IT team, will function as the point of contact to provide internal technical support to employees, end user; advice, quality support and quick resolution to issues as well as escalating problems to the appropriate IT resource/s. Interact with customers and/or IT team by phone, email, chat and in person about hardware, software, and service-related issues. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS: Provide quality support for all Service Desk supported applications. Respond to customer service by phone, e-mail, and/or chat.  Gather end user information and requirements utilizing ticketing systems.    Document situation and troubleshooting steps taken. Educate and train users informally on desktop software applications enhancing efficiency and effectiveness. Mentor and support peers, assist with additional workload tasks and projects. Stay informed of IT teams’ application changes and updates. Escalate issues appropriately, monitor metrics and report performances. Ad Hoc reporting and summarizations.  Actively pursue training and development opportunities to enhance technical skills and knowledge. Demonstrated strong verbal, written, and telephone communication skills with the ability to explain technical activities to customers and resolve complex technical issues. Excellent customer service and follow-through skills. Demonstrated ability to handle irate users in a professional and respectful manner. Demonstrated administrative and organizational skills including the ability to effectively document procedures and technical processes. Advanced knowledge of Windows and Apple operating systems, desktops, laptops, and MS Office Suite. Knowledge of billing software and GCI business rules preferred. Ability to type 35 words or more per minute preferred. COMPETENCIES: Demonstrated commitment to GCI’s Basic Principles, Mission Statement, Declaration of Principles and diversity, equity, and inclusion (DEI) by promoting and maintaining an inclusive and equitable work environment for all employees and contractors, and in interactions with customers, vendors, and the general public. ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles. COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics. CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction. RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations. RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures. Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively. 

Service Desk Specialist I

Additional Job Requirements:

Working under close supervision, functions as the IT point of contact for the company providing end user support and resolution to issues in addition to escalating problems to the appropriate IT resource/s.   Interaction with Service Desk customers and IT team by phone, email, chat, and/or in person regarding hardware, software, and service-related issues.

Essential Duties:

Provide quality, tier one support of all Service Desk supported applications:

Provide customer service via phone, email, or chat. Gather end-user information and requirements and utilize the ticketing system to thoroughly document the case and all troubleshooting steps taken. Ensure all documentation is accurate and complete. Analyze and troubleshoot end-user problems in a timely manner, including, but not limited to Microsoft 365 applications, Microsoft Exchange, Polaris, Wireless Standard, and various others.  Use internal and vendor ticketing systems to open tickets, document troubleshooting steps, and Escalate issues as required.  Perform account maintenance activities for employees, contractors, vendors, and service accounts within Active Directory and all other Service Desk supported applications.

Monitor, audit, and maintain user records and Service Desk documentation:

Create and maintain shared mailboxes and distribution lists through the exchange online and on-premises admin portals. Update Service Desk support documentation as needed.

Minimum Qualifications: 

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

High School diploma or equivalent. Minimum of two (2) years of experience directly supporting onsite and mobile users with hardware and software applications, including at least one (1) year Tier I experience as a Service Desk Specialist, Desktop Technician, or in a relevant working environment. *

Preferred: 

Associate degree in information technology/systems, computer science or a related area. A+, Net+, MCP, MCSA, MCSE, ITIL, or other relevant telecom industry or job specific certifications. Telecommunications experience.

DRIVING REQUIREMENTS: 

This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed. PHYSICAL REQUIREMENTS and WORKING CONDITIONS:   Work is primarily sedentary, requiring daily routine computer usage. Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment. Ability to accurately communicate information and ideas to others effectively. Physical agility and effort sufficient to perform job duties safely and effectively. Ability to make valid judgments and decisions.  Available to work additional time on weekends, holidays, before or after normal work hours when necessary.  Must work well in a team environment and be able to work with a diverse group of people and customers. Virtual workers must comply with remote work policies and agreements.

Lifting Guidelines: Safely move, transport, position, install, remove, and maneuver equipment and supplies:

Frequent lifting without assistance of up to 25 pounds (several times per day); includes lifting below shoulder level and walking with load using trained lifting techniques. Incidental lifting without assistance of up to 50 pounds (only 1 or 2 times per day); includes carrying below shoulder level and walking with load using trained lifting techniques. For lifts above the shoulder (like placing equipment on shelves, etc.), the above are reduced by 50%; with very limited carrying and walking with above the shoulder loads; using trained lifting and transferring techniques. The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.