It Service Desk Support Specialist

Job SummaryThe IT Service Desk Support Specialist supports Polaris's worldwide IT operations, providing first-line support to Polaris users with exceptional and professional customer service.This position is 100% technical support for employees and system-generated Service Desk submissions, including documenting procedures and managing incidents to resolution or escalation to a more senior team member.Essential Duties & Responsibilities:Provide clear, concise customer service in phone-based, verbal communication, and written, email communication in EnglishTroubleshoot, diagnose and resolve issues following standard operating procedures and using knowledge support toolsResolve or escalate service desk submissions using a repository of pre-defined knowledge base (KB) articlesCollaborate effectively with other service desk team members located across the globeDeliver support of Windows-based operating systems, Microsoft Office applications, and other out-of-the-box and developed software packages.Administration of Account Management activities within Active Directory, IBMi, and other systemsProactively and reactively support critical systems through monitoring and responding to alerts on the IBMi platform.Meet all defined SLAs and KPIs to ensure resolution quality and customer satisfaction.Skills, Knowledge & Education:A 2-year technical degree or equivalent experience requiredSelf-motivated, with the ability to work independently and/or collaboratively with remote peers requiredExcellent communication and customer service skills requiredGeneral or intermediate knowledge of Windows 10 requiredIntermediate experience with Windows-based applications such as the Microsoft Office suite required2+ years of experience working in a corporate service desk setting preferredGeneral understanding of large computing systems such as IBMi (AS400) preferredPrevious experience supporting a manufacturing environment preferredExperience using ServiceNow or similar issue-tracking systems preferredAvailability to work night shiftsWorking Conditions:Standard office environment and/or manufacturing (factory) environmentWorking a third shift on a rotational basis may be required