Service Desk Specialist

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13665047 **Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas.** **Why Join Us?** -

• Make a Positive Impact:** Your work will directly contribute to the health and well-being of Kansans. ```{=html}

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• Family** **Comes First**: Total rewards package that promotes the idea of family first for all employees. Paid vacation and sick leave with paid maternity and paternity available immediately upon hire ```{=html}

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• Professional Growth Opportunities:** Advance your career with ongoing training and development programs. ```{=html}

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• Dynamic Work Environment:** Collaborate with a team of passionate and driven individuals in a work environment that promotes flexibility. ```{=html}

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• Trust and Stability:** Work for one of the most trusted companies in Kansas with over 80 years of commitment, compassion and community. ```{=html}

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• Inclusive Work Environment:** We pride ourselves on fostering a workplace where everyone is valued and respected. **Benefits & Perks**
• Base compensation is only one component of your competitive Total

Rewards package ```{=html}

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• Incentive pay program (EPIP) ```{=html}

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• Health/Vision/Dental insurance ```{=html}

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• 6 weeks paid parental leave for new mothers and fathers ```{=html}

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• Fertility/Adoption assistance ```{=html}

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• 2 weeks paid caregiver leave ```{=html}

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• 401(k) plan matching up to 5% ```{=html}

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• Tuition reimbursement ```{=html}

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• Health & fitness benefits, discounts and resources **Job Summary** As the primary contact between internal business clients and the Information Technology division, this role optimizes incident resolution via phone, chat, and email interactions, ensuring efficient service delivery and smooth operations across the organization. Responsibilities include offering technical guidance to end users, fulfilling service requests, managing incident tickets, researching issues, resolving problems, and following up with affected parties. Additionally, this position handles desktop hardware setup and delivery, software installation, and troubleshooting for LAN environments. It may involve preparing Service Desk incident reports and contributing to hardware/software assessments. Service Desk Specialists will rotate through different functions within the Service Desk to maintain comprehensive knowledge of all operations. The role includes on-call duties during evenings and weekends when needed. \"This position is eligible to work hybrid or onsite in accordance with our Telecommuting Policy.\" **What you\'ll do**
• Correspond across the organization utilizing strong written and verbal communication skills. ```{=html}

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• Provide direction and assistance on Tier 1 and some Tier 2 level support for internal users via face-to-face, phone, email, and chat interactions. ```{=html}

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• Administer incident management for various systems, including mainframe applications, web, network, hardware, software, virtual environments, and telephone systems. ```{=html}

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• Monitor services, troubleshoot issues, and escalate incidents as necessary, assisting other support groups during system outages, changes, and upgrades. ```{=html}

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• Log and track all incidents and service requests, review resolutions and follow up with customers, while identifying and reporting incident trends for escalation to Problem Managers. ```{=html}

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• Play a pivotal role in our IT Service Management framework, actively participating in and contributing to the Incident, Problem, Change,

Knowledge, and Asset Management processes. ```{=html}

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• Administer and assist in Active Directory and Azure administrative tasks. ```{=html}

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• Provide guidance with respect to virtual environments (such as

VMWare or Citrix), internally developed applications, and vendor-purchased applications. ```{=html}

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• Follow and uphold corporate information security policies, standards, and guidelines for access control (i.e., mainframe, multifactor authentication, and privileged access). ```{=html}

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• Assist with incoming and outgoing computer equipment inventory, updating asset management and CMDB. ```{=html}

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• Perform installation, maintenance, and repair of desktop and laptop computers and peripherals across the organization (including remote offices), safely transporting computer equipment (up to 30 pounds). ```{=html}

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• Maintain documentation and operating procedures for the Service

Desk. ```{=html}

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• Attend coordination, planning, and problem resolution meetings as needed.