IT Service Desk Specialist II

Renuity is looking for a IT Service Desk Specialist II to join our team! The IT Service Desk Specialist II is a key member of the Renuity Service Desk team, responsible for delivering entry-level to intermediate-level support to end users across the enterprise. This role is essential in assisting various divisions and geographic locations with their IT-related inquiries and issues. The IT Service Desk Specialist II will work closely with users to diagnose and resolve technical issues, ensuring high customer satisfaction.

What You'll 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

Asset Lifecycle Management

• Track hardware and software throughout their lifecycle: procurement, deployment, relocation, maintenance, and decommissioning.

Inventory Control

• Perform regular audits and physical inventory counts of IT assets to ensure data accuracy.

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'll Bring:

Experience:

• Technical degree in information systems, computer science or related field
• 2-4+ years of information technology experience
• Supporting Windows, macOS, iOS, and iPadOS
• Knowledge of M365, Teams, SharePoint, OneDrive

Certifications:

• CompTIA A+
• HDI Customer Service Representative (HDI-CSR)
• Azure Fundamentals (AZ-900)
• ITIL 4 Foundation
• HDI Support Center Analyst (HDI-SCA)

About Renuity

Renuity, headquartered in Charlotte, NC, is a leading home improvement services business with a rapidly expanding national footprint. Renuity currently operates across 36 states and has created hundreds of thousands of happier homeowners across the United States who have chosen Renuity for their home improvement needs. Renuity is redefining the home improvement experience with a focus on trust, innovation and customer-first service.