Jobs for People with MS: National MS Society

Job Summary We are currently hiring a Senior Service Desk Specialist for our MIS department and our ideal candidate will possess a passion for impacting lives and our community. The primary purpose of this position is to provide support to all levels of Staffmark internal customers. This role identifies, researches, and resolves complex technical problems. Is responsible for the daily scheduling and triage of incoming support requests. Reviews escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner, as well as monitoring and analysis for trending issues to report to the escalation teams. Is familiar with a variety of the field's concepts, practices, and procedures, as well as researching future technologies to implement for business purposes. This role also serves at providing senior technical oversight as well as coordination efforts within the team. Essential Duties Your Day-to-Day responsibilities include activities such as: Answers, evaluates, and prioritizes incoming telephone calls, voice mail, Footprints ticket requests, and in-person requests from users experiencing issues with hardware, software, networking, and other computer related technologies. Manage and maintain an on-line knowledge base, serving as a shared repository for the Service Desk Specialist designed to optimize efficiency of the Service Desk support and consistency. Recognize trending issues being reported and create awareness by communicating to the field and corresponding IT Groups. Troubleshoot, update, distribute, upgrade, and maintain an accurate inventory of all Staffmark IT issued equipment. Work with the Service Desk Manager to monitor and proactively guide the team to successfully meet client and department service level objectives through motivation and coaching Performs miscellaneous duties as assigned. Competencies Competencies we value for this role include: Ethical conduct, thoroughness, detail-oriented, excellent written and oral communication skills, organized and have great time management. We are looking for someone with a bachelor's degree in computer related field and one to three years of related experience or equivalent combination of education and experience. In addition, the incumbent should have great attention to detail, excellent analytical and problem-solving skills, has strong documentation skills along with excellent written and oral communication skills, and can effectively present information and respond to questions from managers and customers. Culture The Staffmark Group experience is more than just a job: Opportunity. We are proud to be a part of RGF Staffing, a Recruit Holdings Co., Ltd., company - one of the largest staffing firms in the world. As an active contributor to the company, professional development and career advancement opportunities will be within your grasp! Award-winning teamwork. We have earned industry-leading recognition, such as ClearlyRated's 2023 Best of Staffing Client Diamond and Best of Staffing Talent Awards. A commitment to diversity and inclusion. An equitable, inclusive, and diverse work environment are critical to the mission, vision, and values of our company. We strive to foster authentic belonging for all the lives we touch. We are committed to supporting the diversity of each of our employees, and celebrating the inclusion of all types of thought, differences, and voices. We celebrate our differences and capitalize on them to promote creativity and equality, and to help change our world for the better. Every individual who works with us will be treated with respect, without exception. An engaging culture. Do you do your best work when you are challenged, inspired, and having fun? Us too! That is why the tenure of our internal staff is well-above the industry average. Excellent benefits. Our t