IT Service Desk Specialist

Provide technical support to LB Foster employees, resolving hardware, software, account access, and connectivity issues. Independently troubleshoot complex incidents, own assigned tickets through resolution, and communicate clearly with users. Support equipment deployments and IT projects, maintain accurate documentation, and help other technicians strengthen their troubleshooting skills.

Essential Functions:

1. Provide efficient and timely support to all Information Technology users via phone, web, and in-person channels. Prioritize incidents and requests according to business impact, urgency, and established service levels.
2. Troubleshoot Windows devices, Microsoft 365 applications, printers, mobile devices, business applications, and network connectivity. Resolve issues using a structured approach.
3. Own assigned tickets through resolution. Record symptoms, business impact, troubleshooting steps, and solutions in the service desk system; provide progress updates and confirm resolution with users.
4. Escalate issues requiring additional expertise or access to the appropriate IT teams or vendors. Provide a complete troubleshooting handoff and coordinate follow-up through resolution.
5. Prepare, configure, deploy, replace, and retire computers and related equipment. Use approved endpoint management tools to support software installation, updates, and device configuration.
6. Support employee onboarding, offboarding, and account changes, including account setup, group membership, and access requests, in accordance with approvals and security procedures.
7. Maintain and reconcile asset inventory records, including equipment assignments, locations, returns, and retirement status.
8. Create and maintain knowledge articles, troubleshooting procedures, and deployment instructions. Train and mentor team members on support tools, products, and processes.
9. Identify recurring incidents and recommend improvements. Work with other IT teams to address underlying causes and reduce repeat issues.
10. Participate in technology rollouts, equipment evaluations, purchasing activities, and other assigned IT projects. Coordinate with vendors and develop skills relevant to the support environment.
11. Follow information security and equipment-handling procedures. Promptly report and escalate suspected security incidents to the appropriate team.
12. Use company-approved artificial intelligence (AI) tools to assist with troubleshooting, documentation, and routine support tasks. Verify AI-generated information before applying it and protect company and user information in accordance with policy.
13. Performs all other duties and responsibilities as assigned.

Experience, Education & License Requirements:

• 1+ year of IT helpdesk related experience or working experience in a customer service centric role.
• Associates degree or other education in IT security or related field preferred or at least 2 years of related experience preferred.
• Hands-on experience supporting Windows desktop operating systems, laptop setup and deployment, Microsoft 365 applications, printers, and common computer peripherals.
• Working knowledge of Active Directory, user accounts, security groups, access permissions, and basic LAN, WAN, Wi-Fi, and remote connectivity troubleshooting.
• Experience documenting and managing incidents and service requests in ManageEngine ServiceDesk Plus or a similar service desk platform.
• Ability to diagnose problems methodically, evaluate solutions, and recognize when an issue requires escalation.

Skills & Abilities:

• Customer service and communication: Listen carefully, explain technical issues clearly, and handle difficult situations with patience and professionalism.
• Ownership and organization: Work independently, multitask, manage competing priorities, keep commitments, and maintain accurate records.
• Problem solving and adaptability: Apply sound judgment, learn new technologies, and recommend practical improvements.
• Teamwork and integrity: Share knowledge, collaborate across IT teams, protect confidential information, and follow approved procedures.
• Willingness to work flexible hours.