Cardiovascular Systems, Inc. Contract - IT Service Desk Specialist in St. Paul, Minnesota
The Service Desk Specialist – Consultant is responsible for delivering end-to-end support on Windows 10 upgrades to ensure all assets are compliant with version 1909. This individual will assist with executing the project plan and assisting end users with any challenges that arise to ensure all computers are compliant before end-of-life support. When there is down time, this individual will assist with level 1 incidents relating to both hardware and software issues.
Essential Duties and Responsibilities:
Responds, troubleshoots, and resolves IT incidents and service requests via phone, remote, and in-person channels for CSI provisioned hardware, systems, and software.
Utilizes the service management system (currently ServiceNow) to accurately and promptly assign, classify, prioritize, troubleshoot, and resolve incidents and service requests while documenting the resolution steps.
Documents and updates any knowledge gaps or changes within knowledge articles stored in the Service Management system.
Utilizes CSI’s asset management system(s) to properly track, manage, provision, and deploy IT hardware and software.
Evaluates trade-offs between issues using value, impact, and risk criteria to make independent critical decisions with manager support.
Works with outside vendors for repair/maintenance as needed.
Coordinates the installation, relocation, and collection of IT equipment for users.
Comply with the policies and procedures of the department and CSI.
Associate Degree in Computer Science, Information Technology, or Information Systems; or equivalent certifications (CompTIA A+ and/or Microsoft Certified Solutions Associate (MCSA) certification) or equivalent work experience.
2 years of IT support experience (combination of in-person and remote) working in a team-oriented, collaborative environment
Knowledge, Skills and Abilities Required for Successful Job Performance:
Strong customer service orientation
Experience with SCCM, LogMeIn, and ServiceNow recommended
Able to prioritize and execute tasks quickly and accurately in a high-pressure environment
Exceptional analytical, problem-solving, and conflict resolution capabilities
Strong written and verbal communication skills
Effective prioritization and project management skills.
Familiarity with ITIL v4 Framework.
Comprehensive technical knowledge of Windows-based computers and iOS based mobile devices.
Proficiency with common productivity software (Microsoft O365, Teams, Skype for Business, etc.).
Physical abilities (lift 25+ lbs. of computer equipment)
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components