**Position Description** Level I Service Desk supports customers with IT-related problems, functioning as the first point of contact between users and the company. They resolve issues and address complaints and escalate complex matters to Level II Service Desk or the suitable departments as appropriate. Primary duty within this role is to resolve issues for end users as quickly and efficiently as possible. **Responsibilities** + Respond to incidents (issues impacting IT services) and problems (one or more related incidents impacting IT services), all while providing excellent customer service. + Provide accurate and timely logging of incidents and problems. + Escalate to Level II Service Desk after thorough troubleshooting, information gathering, and effective use of the knowledge base. + Work with Level II Service Desk to stay up to date on all hardware and software components and specifications across brands. + Create and update knowledge articles. + Fulfill hardware requests via device configuration and coordination with our Tech Depot. + Retrieve requested surveillance videos and deliver to Risk department, as per defined procedure. **Desired Skills and Experience** + Bachelor's degree is a plus, as well as 1-3 years’ experience in IT or related field. + Good customer service, verbal and written communication skills required. + ITIL and/or HDI experience and certifications a plus. + Ability to type 40 words per minute. + Ability to lift, carry, and place various equipment up to 50 pounds. **Why Work for Flynn?** **Flynn Group offers a variety of benefits and perks to encourage and empower our employees. We are committed to helping each employee work and live to his or her fullest potential. We offer a variety of benefits and perks while working for us:** + Medical / Dental / Vision + Retirement and Savings Plan + Short- and Long-Term Disability + Basic Life Insurance + Voluntary Life Insurance + Tuition Reimbursement + Paid Time Off + Flexible/Hybrid Work Schedules + Company Outings + Dining Discounts + PC/Laptop Assistances + On-Site Fitness Center + On-Site Daycare + On site Café + FUN Work Environment! **The Flynn Group is an Equal Opportunity Employer**