Service Desk Specialist Level 1

Overview:

This role is essential in assisting various divisions and geographic locations with their IT-related inquiries and issues. The Service Desk Specialist Level I will work closely with users to diagnose and resolve technical problems, ensuring high levels of customer satisfaction.

Come work for the fastest growing home improvement company in the US!

What We Offer:

• Competitive hourly compensation
• Eligibility for annual bonus
• Comprehensive benefits package including health, vision, dental, and 401k matching up to 6%!
• Paid time off and holidays
• Additional corporate Perks
• Opportunities for career advancement
• Collaborate with a team of skilled, professional, and enthusiastic individuals who love their work
• Join one of the leading home improvement companies in the United States!

What You Will Do:

• Exceptional Customer Service - Deliver the highest level of exceptional customer service throughout every customer interaction. Respond promptly to service requests and incidents, ensuring timely and effective resolution.
• Problem Determination and Resolution - Conduct initial problem diagnosis, providing accurate troubleshooting for incidents and service requests related to supported software, hardware, and technology infrastructure.
• Information Collection and Communication - Gather relevant information using organizational tools, customer conversations, and support tools. Communicate with customers through various channels (phone, email, chat) to ensure clarity and understanding.
• Escalation Management - Escalate complex issues swiftly when necessary, ensuring that unresolved tickets are addressed within established timelines. Document detailed, meaningful notes in the ticketing system for reference by other support staff and escalation teams.
• Incident and Request Prioritization - Adjust priority levels appropriately based on incident criticality and service level agreement (SLA) compliance Accurately categorize incidents and requests for effective logging and tracking.
• Customer Relationship Building - Foster a positive customer support experience by understanding customer problems and ensuring timely resolutions or escalations. Provide ongoing communication regarding progress updates with a professional demeanor.
• Technical Support Proficiency - Support operating systems including Windows, MacOS, iOS, and iPadOS, ensuring users receive comprehensive assistance.
• Compliance with Corporate Policies - Adhere to corporate policies and procedures to guarantee compliance across all support activities.
• Local Service Desk Contact - Act as the primary local contact for the Service Desk within the collocated division, addressing technology-related requests and inquiries.
• Collaboration and Team Participation - Engage actively in Technology Services team meetings, collaborating with peers to enhance service delivery and team effectiveness. Contribute to providing technology services and project support across all Renuity divisions and locations.

What You Will Bring:

• Technical degree in information systems, computer science or related field
• 1+ years of information technology experience
• Supporting Windows, macOS, iOS, and iPadOS
• Knowledge of M365, Teams, SharePoint, OneDrive

• Communication Skills: Strong verbal and written communication abilities necessary for effective customer interaction.
• Technical Knowledge: Proficiency in troubleshooting and resolving issues related to software and hardware.
• Problem-Solving Skills: Ability to quickly identify issues and develop effective solutions.
• Customer-Centric Mindset: Commitment to fostering positive customer relationships and enhancing user experience.
• Collaboration: Willingness to work as part of a team and contribute to group objectives.

• Azure Fundamentals certification
• HDI Customer Service Representative
• HDI Support Center Analyst

Working at Renuity

“It’s a lifestyle”, our employees say. It means working in an environment of collaboration, respect, diversity, shared values and a passion for growth. Whether you work in the field, a distribution center, a division location, or at one of our “Home Base” location, you work with team members who embrace a collaborative spirit to propel all Renuity Divisions to achieve faster growth, greater profitability, and become THE most trusted name in home improvement.

We, at Renuity strive to instill and maintain these core values, by being:

Collaborative – We get farther, together. We pride ourselves on having the most talented people in our industry, and we expand what is possible through cohesive teamwork

Innovative – We challenge industry norms and take intelligent risks to discover better ways to serve our customers

Principled – We do the right thing – no matter what. We go to great lengths to ensure our customers, employees and partners have a world-class experience and are treated fairly

Enthusiastic – We love what we do and the bonds we create with the people around us. Our passion positively influences our customers, colleagues, and partners

Value-Driven – We have an unrelenting focus on creating value for our stakeholders. We reward performance that increases the value of our company, and we live a culture where everyone thinks and acts like an owner

We hope this information is helpful to you in making the right decision when choosing your next employer!

Renuity, LLC provides the following inclusive hiring information: We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.