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Level I Service Desk

Level I Service Desk

Flynn GroupINDEPENDENCE, OH, US
19 days ago
Job type
  • Full-time
Job description

At Flynn Group, we believe in the power of collaboration and value in-person interactions. This is why our employees work from the office four days per week , leaving Fridays to work from home. This setup cultivates casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where innovation thrives, with office-based teams coming together four days a week to collaborate and thrive, together!

Available Shifts :

  • 10am to 7pm Tuesday through Saturday (after training)
  • 2pm to 11pm Saturday through Wednesday (this shift will be remote after training)
  • 9am to 6pm Tuesday - Saturday (after training)
  • 10am to 7pm Monday through Friday (after training)

Our Vision for this Role

Our Level I Service Desk Team supports customers with IT-related problems, functioning as the first point of contact between users and the company. We resolve issues and address complaints and escalate complex matters to Level II Service Desk or the suitable departments as appropriate. Your primary duty within this role is to resolve issues for end users as quickly and efficiently as possible.

What We Will Accomplish Together

  • Responding to incidents (issues impacting IT services) and problems (one or more related incidents impacting IT services), all while providing excellent customer service.
  • Providing accurate and timely logging of incidents and problems.
  • Escalating to Level II Service Desk after thorough troubleshooting, information gathering, and effective use of the knowledge base.
  • Working with Level II Service Desk to stay up to date on all hardware and software components and specifications across brands.
  • Creating and update knowledge articles.
  • Fulfilling hardware requests via device configuration and coordination with our Tech Depot.
  • Retrieving requested surveillance videos and deliver to Risk department, as per defined procedure.

    • What You Have

  • If you have a Bachelor's degree, that is a plus, as well as 1-3 years’ experience in IT or related field.
  • You should have great customer service, verbal and written communication skills required.
  • If you have ITIL and / or HDI experience and certifications, it is a plus.
  • You should have the ability to type 40 words per minute.
  • You should have the ability to lift, carry, and place various equipment up to 50 pounds.
  • Finally, you should bring an excellent sense of humor to the table – we like to have FUN!

    • Why Work For Flynn?

    Flynn Group offers a variety of benefits and perks to encourage and empower our employees. We are committed to helping each employee work and live to his or her fullest potential. We offer a variety of benefits and perks while working for us :

  • Medical / Dental / Vision
  • Retirement and Savings Plan
  • Short- and Long-Term Disability
  • Basic Life Insurance
  • Voluntary Life Insurance
  • Tuition Reimbursement
  • Paid Time Off
  • Flexible / Hybrid Work Schedules (In Office Monday - Thursday, Work from Home Friday)
  • Company Outings
  • Dining Discounts
  • On-Site Fitness Center
  • On-Site Daycare
  • On-Site Café
  • FUN Work Environment!

    • The Flynn Group is an Equal Opportunity Employer

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    Service Desk • INDEPENDENCE, OH, US