Service Desk Specialist I

USG Service Desk Specialist IThe USG Service Desk Specialist I is a non-exempt, full-time position within the USG Shared Services Center, located in Sandersville, GA, supporting 25 University System of Georgia institutions and the Board of Regents. Reporting to the USG Service Desk Supervisor, this role is responsible for delivering high-quality customer support across a range of areas, including human capital management systems (such as payroll, benefits, and HR), policy and procedural guidance for employees and retirees, and application assistance for prospective USG employees. Additionally, the Specialist I ensures exceptional service for USG's enterprise products, technologies, and services.The responsibilities include serving as frontline support and issue resolution for all active and former USG employees, institutional practitioners, applicants, USG products, technologies and services. The role also involves supporting the centralized payroll processing workflow, researching, troubleshooting, and analyzing incoming requests/inquiries, and ensuring all necessary information is documented in the case management system. The Specialist I must professionally handle personal, confidential, and sensitive information by abiding by all USG Policies and Procedures, including Customer Verification to ensure the protection of all USG employees, retirees, and applicants. Additionally, the Specialist I is responsible for identifying, reporting, and the redaction of any information deemed sensitive within the case management system. The role requires multitasking through various databases/applications in order to troubleshoot the customer’s issue or inquiry in a timely manner.Other duties may be assigned outside of the scope of this description.Required qualifications include an Associate's Degree with an accredited institution and 1 year experience in a Service Desk environment, or 2 or more years of Customer Service experience. Required documents to attach include references.