Associate IT Service Desk Technician

ChenMed

19h•$20 - $29•Onsite

About The Position

The Associate IT Service Desk Technician provides technical support for enterprise end users remotely and face-to-face. This entry-level Service Desk position works closely with senior team members to follow and implement predefined processes. The role requires technical knowledge and effective communication to understand technical issues and explain solutions.

Requirements

High school diploma or equivalent.
Knowledge of computer hardware and major software applications such as Microsoft Office.
Knowledge of basic networking concepts.
Basic knowledge of Windows client operating systems, such as Windows 8/10, and related troubleshooting.
Excellent customer service skills.
Good organizational and prioritization skills.
Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, plus other word-processing, spreadsheet, database, email, and presentation software.
Ability and willingness to travel locally, regionally, and nationwide up to 10% of the time.
Spoken and written fluency in English.

Nice To Haves

BA/BS degree in Information Technology or a related field.
At least 1 year of work experience in IT or a related field.
Entry-level IT certifications such as A+ or Network+.

Responsibilities

Serve as the first point of contact for customers by phone, email, or notifications from the service management tool.
Triage customer issues by defining the problem, assessing its seriousness, and determining the appropriate response.
Escalate customer issues to the appropriate teams when needed.
Handle customer issues, keep customers informed of progress, and answer their questions.
Repair, install, manage, and support personal computer hardware and peripherals.
Follow Tier 1 processes and documentation requirements for all tickets.
Provide Tier 1 support for mobile devices, including iPhones and Android devices, configuration, and email synchronization.
Install, repair, and upgrade company-wide workstation applications; troubleshoot VPN support for employees in the field or at home; and install and configure printers and scanners.
Educate end users on how to use company software.
Assist users with questions, complications, and problems.
Monitor the helpdesk ticket queue and process tickets according to priority.
Perform other duties as assigned or modified at the manager’s discretion.