Benevity - Service Desk Specialist

• A post-secondary qualification in IT or equivalent experience (minimum of five years)
• Current or in-progress certification in hardware/software troubleshooting (e.g., A+, Network+)
• Practical experience with Okta Workflows and Universal Directory
• Proficiency in hardware and software troubleshooting, with a focus on quality technical support
• Experience in a corporate IT setting, with knowledge in DNS, SMTP, Firewalls/NAT, and WIFI
• Strong familiarity with macOS and experience using Kandji for Apple device management
• Competence in using JIRA Service Desk for IT service management
• Knowledge of infrastructure as code principles
• A strong work ethic, excellent interpersonal skills, and the ability to both work independently and collaboratively in a dynamic team environment

The Service Desk Specialist reports into the IT Manager - Service Desk and plays a vital role in maintaining the smooth operation of our IT infrastructure, offering comprehensive technical support and solutions to internal customers. This position involves handling a wide array of tasks, from resolving hardware and software issues to implementing and managing access to company systems, while ensuring optimal performance of all IT services. The role demands a combination of technical expertise, exceptional customer service skills, and a proactive approach to managing service desk operations.

What you’ll do:

• Actively manage our service desk queue, ensuring timely and effective responses to all user queries. Prioritize tickets based on urgency and impact, and resolve issues swiftly
• Efficiently process hardware and software requests through our ticketing system, from diagnosis to solution delivery
• Provide thorough support and training on various IT topics to users, enhancing their understanding and use of software platforms, email, network tools, operating system updates, and printer troubleshooting
• Ensure smooth functioning of meeting room technology and video conferencing equipment, with hands-on support during key presentations and meetings
• Oversee user access and security protocols for Benevity software, promoting a secure and seamless user experience
• Contribute to the assessment of vendor patches, software updates, and new products, aiding the ongoing enhancement of our IT infrastructure
• Keep our IT documentation, processes, and knowledge base current and accessible, supporting both the IT team and end users
• Play a key role in the IT aspect of our Launchpad onboarding program, ensuring effective setup and provisioning for new hires