Service Desk Specialist I | Fort Worth, TX

Our growing company is in need of a Service Desk Specialist I at our Corporate Office in Fort Worth, Texas. The Service Desk Specialist I operates with a moderate level of supervision and is accountable for promptly and accurately logging incidents, service requests, and escalations. This position also ensures ongoing follow-up until each issue is resolved, or request fulfilled.

Headquartered in Fort Worth, TX, TTI, Inc. is the world's leading authorized distributor of passive, connector, electromechanical, and discrete components. Celebrating more than 50 years, this Berkshire Hathaway company is ever-growing and has over 100 locations in North America, Europe, and Asia! Join a winning team in a growing global organization!

Our Service Desk Specialists Team:

• Inbound Call Handling
  Answer all incoming calls from assigned contact center queues, providing timely and professional support for a wide range of technical issues.
• Outbound Call Management
  Place outbound follow-up or call-back communications via the contact center platform as needed to ensure resolution and customer satisfaction.
• Service Desk Dashboard Triage
  Monitor and work on assigned requests and incidents from the Service Desk self-service dashboard, ensuring timely acknowledgment and action on user-reported issues.
• Issue Resolution & Documentation
  Resolve user issues by accurately documenting all relevant information within each ticket and following through to resolution in a timely and effective manner.
• Escalation Protocol
  Escalate unresolved or complex issues to the Service Desk Specialist III and/or Service Desk Lead when appropriate, following established procedures.
• Knowledge Base Utilization
  Refer to and apply information from the Service Desk Knowledge Base (KB) to troubleshoot and resolve common incidents, promoting consistency and efficiency.
• Mobile Device Support (Level I)
  Provide basic support for corporate-issued and BYOD mobile devices, including common setup, connectivity, and usage issues.
• Additional Duties
  Perform other duties as assigned to support IT operations and maintain effective service delivery.

Education and Experience Requirements:

• High School Diploma or GED required.
• Associates degree in a related field preferred.
• One to two years of related experience.

What we look for:

• Proficient with PCs, printers, phones, copiers, fax machines
• Familiar with Active Directory, Azure AD, Microsoft Office (2007-2016, 365), Windows 10/11, Exchange Online/Outlook (preferred)
• Familiar with IT Service Management and Citrix (preferred)
• Familiar with Microsoft Intune preferred
• Strong customer service, analytical, and problem-solving skills
• Organized, detail-oriented, and able to multitask
• Effective team player with strong verbal/written communication and telephone etiquette
• Accurate keyboarding skills

Physical Requirements:

• Must have the ability to remain in a stationary position for extended periods of time.
• Must have the ability to position self to maintain computers and various network equipment in the buildings, including under desks, in the server rooms, and anywhere cabling installation and maintenance would be required for troubleshooting and optimal organizational connectivity and usage.
• Exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to perceive and read a computer screen and printed material with or without vision aids.
• Detect and understand speech at normal levels and on the telephone; converse in audible tones so that others may understand clearly in person and on the telephone; ability to understand and follow oral and written instructions.
• Physical ability to lift up to 50 pounds.
• What we offer our team members:
• A great benefits package that includes (but is not limited to) Medical/ Dental/ Vision, 401(k)/Roth plan with matching, Healthcare Savings Accounts
• Educational Assistance (Tuition Reimbursement)
• Ongoing training throughout your employment with opportunities to participate in professional and personal development programs
• A strong focus on giving back to our communities through philanthropic opportunities

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.

Please note that we do not offer relocation assistance for this position. Candidates must be local or willing to relocate at their own expense.

Visa sponsorship is not available for this role. Only candidates authorized to work in the United States will be considered.

This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). To perform the position, you must be a U.S. Person as defined by ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

What we offer our team members:

• A great benefits package that includes (but is not limited to) Medical/ Dental/ Vision, 401(k)/Roth plan with matching, and Healthcare Savings Accounts.
• Educational Assistance (Tuition Reimbursement).
• Ongoing training throughout your employment with opportunities to participate in professional and personal development programs.
• A strong focus on giving back to our communities through philanthropic opportunities.

Want to learn more? Visit us at Working at TTI, Inc.

We are an Equal Opportunity Employer, and we support protected veterans and individuals with disabilities through our affirmative action program.

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