Responsibilities

The Service Desk Specialist will provide first level end user support to LexisNexis business unit, globally, whether home-based, and campus-based internal employees or contractor staff, ensuring a high level of support by meeting or exceeding caller expectations. They will troubleshoot and diagnose information technology platform components and/or services, make fast, accurate decisions on triage of issues, and either restore, resolve, or assign to appropriate level 2/3 team. The Specialist will perform Active Directory and MS Exchange administration, including user account resets and modifications, add accounts to security groups, modify quotas on Windows servers, create and modify distribution lists, and coordinate between employees and 2nd/3rd level IT Support for issues not under the 1st Level scope. They will also effectively communicate to management, team members, and various customer groups, demonstrate a propensity to take ownership in learning new skills, and perform individual contributor roles and work in a team environment as needed. All other duties as assigned will be carried out.