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NHQ:IT - End User Services: IT Service Desk (ITSD) Volunteer Specialist

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NHQ:IT - End User Services: IT Service Desk (ITSD) Volunteer Specialist

This position supports the National Headquarters (NHQ) Information Technology (IT) unit. The IT Service Desk provides twenty-four-hour seven day a week first-tier support to Biomedical, Chapter and Corporate customers throughout the United States. The IT End User Services (IT EUS) Service Desk’s mission is to provide accurate and timely information to requests from the users of all IT systems and business processes, resolving whenever possible at the first-tier level, and escalating appropriately when necessary. The IT EUS ITSD Volunteer Specialist applies understanding and knowledge of information systems products and services to assist internal and external users of ARC Systems and applications. ITSD Volunteer Specialist will resolve fewer complex problems initially, escalating more complex problems to more senior level specialists or supervisors of the IT Service Desk. This is a remote opportunity.

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Key Responsibilities

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Reporting to an IT Service Desk Manager, the ITSD Volunteer Specialist may:

  • Field telephone calls and online portal questions from users seeking guidance.
  • Provide first-tier technical support to assist users with application and software questions.
  • Receives, documents, tracks user questions and/or problems in a call tracking system.
  • Assures timely response to questions and concerns.
  • Adheres to all support processes, procedures, and expectations established by management to meet the highest level of customer care.
  • Provides input to senior team members regarding team knowledgebase requirements.
  • Works’ routine cases with ease and gradually takes on some complex cases with the aid of a team member.
  • Informs leadership immediately about any issue that might have potential consequence to the team or organization.
  • Meets all Service Level Targets.
  • Uses all the tools necessary for on-call support in an appropriate fashion.

Qualifications

  • Requires IT Call Center and Customer Support experience.
  • Follow outlined processes and procedures.
  • Entry level experience with Active Directory and Password Management systems.
  • Strong verbal and written communication skills
  • Identify data patterns that do not adhere to Policy or Procedure standards or requirements and escalate for mitigation.
  • Follow verbal and written instructions and procedures.
  • Recognize errors and correct to meet organizational standards.
  • Troubleshoot problems and work with other groups to find solutions.
  • Work independently with minimal supervision
  • Prioritize and quickly resolve issues.
  • Operational flexibility may be needed to meet sudden and unpredictable business needs.
  • Access to reliable internet and telephone required.
  • Experience with ITSM/Ticketing Systems and the ticket lifecycle
  • Knowledge of Service Level Agreements (SLA)
  • Resume is required

Time Commitment

Requires a minimum of 10 hours per week.

The current need is for weekdays between 10am and 2pm Eastern, and also for weekday evenings between 4pm and midnight Eastern, and also for weekends days and evenings

 For the first six months, volunteers must be available on a regular basis during normal business hours for training and orientation. After the initial time period, off-hours opportunities may be available if there is a need.

Development Opportunities

Leadership opportunity

Growth opportunity for various tiers of support up to and including Major incident Management.

Length of Appointment

6 - 12 months with reappointment as mutually agreed

Relationships

ITSD Manager, ITSD Specialist II, Help Desk, ITSD, Volunteer Support Program Team

Training

Orientation to the American Red Cross

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