Help Desk/Desktop Support Specialist I
Best Friends Animal Society

Location: Kanab, Utah

Hiring Range: This position's hiring range is anticipated to be $20.00 to $25.00 hourly, depending on experience, plus great benefits!

Interviews will occur on October 28, 2024.

Summary: The Support Specialist is responsible for providing exceptional customer service and assisting end users in resolving technical issues through telephone calls, email communication, and assigned tickets. They provide support by diagnosing problems and performing troubleshooting on computer hardware, tablets, software, and peripherals in Windows, macOS, and iOS environments while utilizing established guidelines and instructions to accomplish these functions. The Support Specialist resolves issues in a timely manner while documenting, tracking, and monitoring the problem as an incident or service ticket, escalating higher level issues to senior personnel as needed.

Essential Duties and Responsibilities:

• Treat people around you with Kindness and Compassion, build trust by demonstrating authenticity and following through on your commitments, prioritize your well-being like you do our mission, and work to build strong relationships with your colleagues by participating in communication loops to share and receive honest feedback. You are responsible and accountable for the culture you add to your team dynamic.
  
• Maintain a safe workplace, valuing, and modeling safe work practices, adhering to organizational safety practices and rules, and communicating about unsafe practices and conditions.
  
• Communicate clearly to individuals with a variety of technical skills and provide courteous customer service.
  
• Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
  
• Demonstrate strong troubleshooting skills for Microsoft Windows, macOS, Microsoft Office 365, and other SaaS (software as a service) products.
  
• Provide one on one support to resolve incidents, assign, prioritize, document, and actively resolve end user requests.
  
• Assist with inventory and asset management.
  
• Provide instruction or written documentation where required.
  
• Interface with users via phone, email, instant messaging, and in person.
  
• Customize and deploy new hardware and upgrade software locally and to offsite locations.
  
• Install, diagnose, repair, and maintain all computers, tablets, printers, and peripheral equipment.
  
• Perform installations, configurations, and upgrades of operating systems and software, using standard business packages and images.
  

Skills and Experience:

• Demonstrated experience managing computer hardware, tablets, software, printers, and basic networking in iOS, macOS, and Windows environments.
  
• Ability to explain technical concepts and procedures to non-technical users.
  
• Outstanding written and oral communication skills.
  
• Strong initiative, analytical and troubleshooting skills.
  
• Strong interpersonal skills - team player, personable, professional, upbeat, and energetic, takes initiative, uses tact and diplomacy.
  
• Knowledge of a variety of computer software applications used for communication, productivity, and web-based systems.
  
• Demonstrated experience in rebuilding workstations (hardware and software) and all aspects of troubleshooting computer systems.
  

Physical Requirements:

• Work at a computer or drive a car for extended periods of time with repetitive typing, sitting, arm, and hand motion.
  
• Travel is required for this role, up to 20% travel. Flexibility to travel for events when needed.
  
• Exposure to dogs, cats and other animals of all sizes, temperaments, and medical status.
  
• Daily hours and days of the week may vary according to the needs of the department schedule; position includes one weekend out the month.
  
• Must have a valid driver's license for at least 3 years, ability to qualify to be added to Best Friends insurance, ability to travel and/or drive on behalf of Best Friends, including overnight stays, when needed.
  

*During the selection process, candidates may be asked to participate in an on site working interview.

Thank you for your interest in pursuing a career at Best Friends Animal Society. Best Friends Animal Society is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, or domestic partner status.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Best Friends Animal Society.

Culture Statement and Responsibility

We value attitude over aptitude, and we treat Kindness as a discipline because it is paramount in our culture along with our other Guiding Principles. Culture is how we talk to and treat ourselves and one another, it's how we generate and respond to change, it's how we plan and make decisions, it's how we do what we do.

---