Job Summary

The 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.

Key Responsibilities

Provide clear, concise customer service in phone-based, verbal communication, and written, email communication in English • Troubleshoot, diagnose, and resolve issues following standard operating procedures and using knowledge support tools • Resolve or escalate service desk submissions using a repository of pre-defined knowledge base (KB) articles • Collaborate effectively with other service desk team members located across the globe • Deliver support of Windows-based operating systems and Microsoft Office applications as well as other out-of-the-box and developed software packages • Administration of Account Management activities within Active Directory, IBMi, and other systems • Proactively and reactively support critical systems through monitoring and responding to alerts on the IBMi platform • Meet all defined SLAs and KPIs to ensure the quality of resolution and customer satisfaction

Skill Requirements

 2-year technical degree or equivalent experience required • Self-motivated, with the ability to work independently and/or collaboratively with remote peers required • Excellent communication and customer service skills required • General or intermediate knowledge of Windows 10 required • Intermediate experience with Windows-based applications such as the Microsoft Office suite required 

Other Requirements

2+ years of experience working in a corporate service desk setting preferred • General understanding of large computing systems such as IBMi (AS400) preferred • Previous experience supporting a manufacturing environment preferred • Experience using ServiceNow or similar issue-tracking systems preferred • Availability to work night shifts