Paulo Products Company Corp Hiring for IT Service Desk Specialist II – 2nd Shift Job at Kansas City, MO Full Time

The IT Service Desk Specialist II – 2nd Shift is a key member of our support team that provides dependable and exceptional customer service for our internal customers. This position will be troubleshooting and resolving support incidents, handling communication for the service desk, providing advice to users on how to best use an application, providing smart hands onsite support, and coordinating each support ticket through its lifecycle. In addition, the IT Service Desk Specialist may help manage mobile devices, maintain device configurations, deploy software and patches, help manage active directory accounts, and update documentation and knowledgebase articles as part of their day-to-day activities.

Key Responsibilities:

• Provide tier one and two support directly to internal customers through face-to-face interaction, chat, email, video calling, remote management, and via phone.
• Monitor and respond quickly to incoming requests to ensure proper communication and expectation, and the timely resolution of each service request.
• Ensure that the documented information provided in the service request is complete, accurate, and sufficient to facilitate analysis and resolution of the issue.
• Route advanced, or research required, tickets to the appropriate teams for resolution based on incident category and severity.
• Manage the ticketing queue according to defined service levels.
• Follow-up with customers to ensure issues are resolved to attain the highest level of customer satisfaction.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce persistent user problems.
• Assist with asset and depot inventory control.
• Assist with lifecycle management of users.
• Assist with monitoring of cybersecurity-related system dashboards for identification and prioritization of any actionable events.
• Recommend strategies to better communicate with clients, produce progress reports, and maintain accurate records of all transactions.
• Assist with the design, verbiage, and adoption strategies for customer satisfaction surveys.
• Must be professional and courteous with all communications.
• Support periodic evening or weekend monitoring of after-hours service requests.
• Develop and maintain new skills to accomplish assigned tasks and responsibilities.
• Develop and follow written procedures in areas of job responsibility.
• Keep accurate documentation on customer interactions, projects, transactions with vendors, and hardware and software inventory.
• Train and instruct users relating to the above areas.
• Some assignments may be broad, requiring originality and innovation in determining how best to accomplish the task.
• Available for nights and weekend support during critical periods.
• Travel (via plane or automobile) to branch sites or other locations to perform any of the above duties or for training.

Knowledge:

• Ability to read, write and communicate effectively in English. Additionally, the ability to read, write and communicate in Spanish is a plus.
• Basic mechanical and electrical principles.
• Ability to perform basic math operations.
• Comprehension of hardware and software integration concepts and standards.
• Thorough knowledge of computers and related hardware.

Experience and Skills:

• Proficient in supporting Microsoft Windows client operating systems.
• Proficient in supporting Microsoft Office applications.
• 3+ years’ experience providing service desk/helpdesk support to end-users for PC, client OS, business and collaboration applications, and hardware.
• Experience supporting conferencing and video conferencing solutions; Skype for Business, Zoom, Cisco video conferencing systems, and Microsoft Teams.
• Experience with Active Directory, SSO, and Azure AD.
• Expertise in troubleshooting and resolving end-user problems.
• Experience using BMC Remedy Force or other ticket management tools.
• Familiarity with ITIL processes.
• Comp TIA A+, Microsoft MCP, or other Industry certifications preferred.
• Demonstrates resourcefulness when solutions are not evident and takes initiative to address problems.

Education:

• Minimum education required is a High School Diploma or GED

License(s)/Certification(s) Required:

• Valid driver’s license and acceptable Motor Vehicle Record in compliance with Paulo’s Vehicle Use Policy.

Competitive Benefits Package:

• Medical benefits (including RelyMD Telehealth Visits)
• Dental benefits
• Group Life Insurance
• Voluntary Life Insurance
• Vision Insurance
• Holiday Pay
• Sickness & Accident pay
• 401k with employer match and employer contribution up to 5.5%
• Employee Referral Bonus & chance to win annual $2,000 drawing!
• Employee Assistance Program