IT ServiceDesk Technician

FirstDay Foundation•San Antonio, TX

5d•Onsite

About The Position

It's a great feeling to work for a company that does so much good for others around the world! This is a 100% onsite position in San Antonio. Remote and/or Hybrid arrangements will not be considered. If you like to work with people that believe they can make a difference in the world, this is the company for you!

Requirements

Associates Degree in computer-related studies or equivalent experience
1-3 years in customer service or technical support
Ability to work independently and in a dynamic environment.
Strong communication, interpersonal and analytical skills
Ability and desire to provide excellent customer service to internal (and potentially external) users
Working knowledge of Microsoft operating systems and applications
Ability to manage high call volume without missing calls.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Responsibilities

Answer all incoming helpdesk phone calls.
Create tickets and connect callers with a helpdesk technician when necessary.
Assign incoming IT requests to helpdesk technicians.
Maintain records to ensure equivalent workloads among technicians.
Assign incoming requests to other support groups (HR, Finance, etc).
Complete information-only requests.
Complete basic process requests such as password resets, terminations, etc.
Monitor for patterns or trends in requests that would indicate a systemic problem.
Monitor for VIP requesters and urgent issues.
Delete spam/junk/sales tickets.
Forward the helpdesk line to the on-call technician at EOB every day.
Remove the helpdesk line forwarding every morning.
Take notes on all department meetings.
Adhere to company policies, including attendance and punctuality.
Adhere to confidentiality (HIPAA) requirements.
Utilize helpdesk analytics to track performance metrics and maximize helpdesk efficiency.
Other job duties as assigned