Service Desk Specialist

| Greater LA Area

We’re looking for a Service Desk Specialist to provide world-class service and support to our colleagues across all Procore locations while working out of our headquarters in Carpinteria, CA. You’ll be the single point of contact for all IT incidents and requests for service from our internal users. Each day will be spent providing first-line investigation and diagnosis by logging all relevant incident/service request details, assigning categorization and prioritization codes, and helping to resolve incidents efficiently and effectively.

As a successful IT Service Desk Specialist, you possess a high attention to detail, are a thoughtful communicator, and have a genuine desire to help others. You’re eager to learn and share knowledge and able to detect known errors early, identify workarounds of the issue, and provide swift resolutions.

What you’ll do:

  • Monitor assigned Service Desk ticket queues, take timely action to address requests, and escalate where required to maintain adherence to SLAs while following all IT policies, standard operating procedures, work instructions, and ITIL principles
  • Own the customer relationship for assigned incidents, ensuring timely, clear, professional communications and high levels of customer satisfaction
  • Resolving incidents/service requests as first contacted whenever possible and escalating incidents/service requests that cannot be resolved within agreed timescales
  • Conducting customer/user satisfaction call-backs/surveys as agreed
  • Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
  • Enter and manage all incidents and service requests in the incident management system and act as a liaison between customers and technical escalation teams.
  • Document resolution of tickets, processes, and work instructions in compliance with the applicable policies
  • Identify trends and recurring incidents to determine the underlying causes and solve incidents at the source.
  • Work with other IT teams to develop, enhance, and clearly document technical process and procedure.

What we’re looking for:

  • Minimum one year experience in an OS-X and Windows environment
  • Bachelor's Degree in IS, MIS, or related discipline or equivalent experience
  • Preference is given to ITIL certified candidates
  • Ability to follow all documented help desk processes and procedures to ensure consistent, quality support to end users
  • Must have experience answering and addressing incoming service requests and Incidents and resolving on the spot or routing accordingly
  • Excellent customer service skills with a customer-focused approach are essential
  • Outstanding verbal and written communications skills
  • Must be able to prioritize, work under pressure, collaborate, and adapt to change

About Us
Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, housing complexes, and more. Our headquarters is located on the bluffs above the Pacific Ocean in Carpinteria, CA, with growing offices worldwide. Check us out on Glassdoor to see what others are saying about working at Procore!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Perks & Benefits
You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: competitive health care plans, unlimited paid vacation, employee enrichment and development programs, and volunteer days.

Read Full Job Description

Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavascriptLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • SalesforceCRM

Location

Procore's Carpinteria campus is the largest of our offices, with multiple buildings spread along the coast and surrounding areas.

What are Procore Technologies Perks + Benefits

Procore Technologies Benefits Overview

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we invest in our people through Learning & Development opportunities, Enrichment Programs, and providing the encouragement and resources to own your role.

Our offices are largely wall-and-door-free, and the company culture reinforces and celebrates creativity, autonomy, and ingenuity. We aim to create a work environment where our employees can say this is the best job they’ve ever had.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
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