IT Service Desk Technician ( Miami Gardens)

ChenMed

39d•$22 - $31•Onsite

About The Position

The IT Service Desk Technician is responsible for providing support for a wide range of technical issues to enterprise end-users both remotely and face-to-face. The incumbent in this role must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. As an intermediate level position within the Service Desk team, the IT Service Desk Technician works closely with senior team members in order to implement predefined processes and assists with the creation of new SOPs, Knowledge Base articles as well as, other forms of support documentation.

Requirements

Knowledge of computer hardware and major software applications such as Microsoft Office
Knowledge of basic networking concepts
Intermediate knowledge of General Windows client OS (e.g. Windows 8/10) and OS related troubleshooting
Basic understanding of servicing computer hardware
Excellent customer service skills
Good organizational and prioritizing skills
Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
Ability and willingness to travel locally, regionally and nationwide up to 10% of the time
Spoken and written fluency in English
High school diploma or equivalent required
A minimum of 2 years of work experience in IT or related field required

Nice To Haves

BA/BS degree in Information Technology or a related field preferred
Entry level IT certifications (A+, Network+, etc.) preferred

Responsibilities

Serves as the first point of contact for customers by phone, email, or notifications from our service management tool.
Provides initial triage work on customer issues: clearly defines the problem, identifies its seriousness, and determines the appropriate response.
Escalates customer issues to appropriate teams as required to resolve the problem.
Handles customer issues, keeping the customer up-to-date with progress and answering any questions they may have.
Performs moderate troubleshooting for custom, in-house applications.
Repairs, installs, manages and supports personal computer hardware and peripherals.
Follows the Tier 1 process and documentation requirements for all tickets processed.
Provides Tier 1 support for mobile devices such as iPhones and Androids including configuration and email sync.
Installs, repairs and upgrades company-wide applications on workstations, troubleshoots technical support for VPN users (employees in the field or at home), installs and configures printers and scanners.
Educates end users on how to use the company’s software.
Document troubleshooting procedures, operations manuals, Knowledge base, and user guides.
Assists all users with questions, complications, and/or problems.
Monitors helpdesk for tickets assigned to the queue and processes based on priority.
Performs other duties as assigned and modified at manager’s discretion.