Service Desk Representative
About The Position
Responsible for providing team member support and software, hardware, and network assistance. Responds to and diagnoses problems through discussions with team members, procedures, and through instructions. Includes problem recognition, research, and isolation as well as documentation, tracking, and monitoring of problems to ensure timely resolution. Perform entry-level analysis and follow-up concerning security controls and updates. Perform entry-level support and troubleshooting of network connectivity, using appropriate software, to review PC statistics. Properly process Active Directory/email account creation and Password resets to ensure that PCs are in proper Organizational Unit. Perform entry-level duties including basic phone, hardware support, and software support, including but not limited to processing Printelligent requests, troubleshooting basic Office Suite issues, printing issues, managing user accounts, and creating network printer and thermal receipt printer queues. Ensure that department ticket queues are managed properly, including where to access cost breakdowns, and including total costs into tickets before sending for approval. Use appropriate ticketing software to track and record instances of support, ensuring all established Service Level Agreements (SLA) are met and appropriate levels of details are included with each ticket, including clear description of issue, steps taken to resolve the issue, resolution of incident, and time spent. Ensure that each incident is assigned the appropriate level of Priority and Urgency, as agreed upon with the end user. Ensure compliance with all hardware and software policies, standards, and practices. Maintain, track, and monitor comprehensive documentation, inventory control, and maintenance records concerning all assigned systems including Standard Operating Procedures, operating records, and problem logs to ensure timely resolution/SLA. Monitor system capacity and statistics as assigned. Provide technical support to all team members. Administer security requirements for all assigned applications and participate in security reviews/audits. Oversee functioning, reporting, and upgrades of all systems as assigned. Assign, track, maintain, and order supplies for systems as assigned. Required to support 24x7 operations as required. Performs other duties as assigned. Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.
Requirements
- High School Diploma or GED required
- 1-3 years related experience required
- Knowledge of HP PCs, laptops
- Knowledge of High Printers
- Knowledge of High Mobile
- Knowledge of High Wireless
- Knowledge of MacIntosh
- Knowledge of Network Connectivity
- Knowledge of Microsoft Office
- Knowledge of Windows
- Knowledge of Active Directory
- Knowledge of Call management (Altiris, Remedy)
- Knowledge of Terminal emulation
- Knowledge of Anti-virus (McAfee)
- Knowledge of File & Print Services
- Displays understanding of system architecture
- Displays responsiveness to user needs
- Monitors system performance
- Strong oral and written communication skills
- Project/time management skills
- Familiar with MS AD structure and schematic
Nice To Haves
- A+ preferred
- Microsoft Certified Technology Specialist (MCTS) preferred
Responsibilities
- Provide team member support and software, hardware, and network assistance.
- Respond to and diagnose problems through discussions with team members, procedures, and instructions.
- Perform problem recognition, research, and isolation, as well as documentation, tracking, and monitoring of problems to ensure timely resolution.
- Perform entry-level analysis and follow-up concerning security controls and updates.
- Perform entry-level support and troubleshooting of network connectivity.
- Properly process Active Directory/email account creation and Password resets.
- Perform entry-level duties including basic phone, hardware support, and software support.
- Process Printelligent requests.
- Troubleshoot basic Office Suite issues and printing issues.
- Manage user accounts.
- Create network printer and thermal receipt printer queues.
- Ensure department ticket queues are managed properly.
- Use appropriate ticketing software to track and record instances of support, ensuring all established Service Level Agreements (SLA) are met.
- Ensure each incident is assigned the appropriate level of Priority and Urgency.
- Ensure compliance with all hardware and software policies, standards, and practices.
- Maintain, track, and monitor comprehensive documentation, inventory control, and maintenance records.
- Monitor system capacity and statistics as assigned.
- Provide technical support to all team members.
- Administer security requirements for all assigned applications and participate in security reviews/audits.
- Oversee functioning, reporting, and upgrades of all systems as assigned.
- Assign, track, maintain, and order supplies for systems as assigned.
- Support 24x7 operations as required.
- Perform other duties as assigned.
- Comply with regulatory compliance and assigned training requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
