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IT Service Desk Specialist

Company: BKD
Location: Springfield
Posted on: October 18, 2020

Job Description:

ResponsibilitiesWhat You Will Do:



  • Provide support for in-house custom applications and other packaged software
  • Provide prompt and professional IT support services to local and remote customers by troubleshooting, analyzing, and diagnosing IT incidents and engaging appropriate technical resources to resolve them
  • Manage incoming customer requests via phone, email, voicemail, and web interface and prioritize incidents based on severity and impact to business production
  • Record and document support incidents in our incident management system, monitor, and manage multiple ticket queue and document solutions using our knowledge management system

  • Diagnose and escalate incidents to appropriate next level
  • Support mobile and in-office workforce on such issues as network connectivity, hardware failures, software usage (including Windows OS and Commercial off the Shelf applications), phone system, etc.
  • First level wireless device support on firm's mobile management system

  • Provide support for technical issues related to network connectivity and system configuration
  • Participate in ongoing maintenance of all office PC systems, software, configuration, updates, and patching to keep equipment in compliance with firm standards as needed
  • Assist with installation of all software via imaging, SCCM deliveries, and manual when necessary
  • Involvement in firmwide projects and deployments


    QualificationsA Successful Trusted Advisor Has:



    • Excellent verbal and written communications skills
    • Unmatched client service skills
    • The ability to be self-motivated, capable of successfully balancing multiple support and project goals while maintaining priorities unsupervised
    • Reliability, is well organized and able to maintain a professional work area
    • Exceptional attention to detail
    • Critical thinking, problem-solving, and demonstrates initiative
    • Works well under stress and time-critical situations
    • Works as a 'team player,' especially during time-sensitive tasks/projects which may require overtime to successfully complete the job
    • Integrates procedural steps and processes with technical requirements and system functions to assure successful delivery of work
    • Develop and maintain skills to accomplish job duties and support the firm's technology strategy, seeking development opportunities that promote personal growth and
    • career development
    • Ability to work shift outside of 8-5 Monday-Friday including overtime, weekends, and holidays
    • Willingness to use and monitor personal mobile device for activity and respond when necessary

      Minimum Qualifications:



      • A high school diploma or equivalent
      • Strong understanding of end-user needs and requirements
      • Experience working in a call center or technical support role in a medium- or large-sized organization
      • Experience with an ITSM Suite or Incident Management System
      • Knowledge of ITIL principles
      • Experienced with MS Office programs and functionality
      • Knowledge of Windows 10 operating system
      • Knowledge of servers, general networking principles, enterprise applications, and internet technologies

        Preferred Qualifications:



        • Associates degree or Bachelors degree in a related field
        • A+, N+ and / or MCP designation

          Experience the BKD difference for yourself. For more information about our firm locations, visit bkd.com. BKD, LLP is an equal opportunity/affirmative action employer. Employment selection and related decisions are made without regard to age, race, color, sex, sexual orientation, national origin, religion, genetic information, disability, protected veteran status or other protected classifications.

          BKD does not accept unsolicited referrals or resumes from any source other than directly from candidates. We will not consider unsolicited referrals and/or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services and recruiting agencies. BKD will not pay a fee to a recruiter or agency that does not have a signed BKD vendor agreement. Any resume or CV submitted to any employee of BKD without having a BKD vendor agreement in place will be considered property of BKD. BKD will not be held liable to pay a placement fee.OverviewAt BKD, our mission is to provide rewarding career opportunities and invest in the success of our people. Through award-winning learning and development, coaching and career advocacy programs, you will have the tools to make every play count and reach your professional goals. Along the way, you will have the opportunity to influence innovation and build long-lasting relationships. As a BKDer, you will be able to learn, lead, serve and be recognized for your contributions.

          As a part of our People First culture, we invest in the well-being of our Trusted Advisors so they can provide Unmatched Client Service--. Click here to learn how we invest in our people: bkd.com/careers/our-investment-in-our-people.

          Make your next play at BKD.

          About BKDBKD, a national CPA and advisory firm, can help individuals and businesses realize their goals. Our approximately 2,900 dedicated professionals provide solutions for clients in all 50 states and internationally. BKD and its subsidiaries offer a variety of tax, accounting and consulting services and combine the insight and ideas of thought leaders in multiple industries. Learn more at bkd.com.

Keywords: BKD, Springfield , IT Service Desk Specialist, Other , Springfield, Missouri

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