Service Desk Technician I

Noblis•San Diego, CA

1d•Onsite

About The Position

The Service Desk is the front-facing part of most IT organizations. Providing quality, accurate technical solutions is a given. Just as important, however, is the ability to provide our customers with an amazing overall customer experience. That means the candidate must be just as good with “soft skills” like patience, empathy, and communication as you are with technical support skills. The customers of the Noblis Service Desk are Noblis and Noblis subsidiary employees. Most support requests come into the Service Desk via telephone, though requests can also be received via email or as tickets submitted through ServiceNow. Employees are geographically located throughout the United States, with many working from their homes. The environment is currently about 75% Windows vs. 25% Mac. A successful candidate would be expected to be proficient with both operating systems. The candidate's primary responsibility will be to provide Service Desk support - hands on and remotely - to Noblis employees. Based out of San Deigo, CA this position is considered to be a Tier I/Tier II support position. This implies recent experience with current/modern operating systems and software, and a demonstrated ability to work well with customers in many different locations. There is an expectation all Incidents and Requests will be documented and tracked within ServiceNow. The candidate will also assist other team members with the following activities: • Troubleshoot hardware, software and network (LAN/WAN, wireless and remote access) problems • Resolve account access/password problems • Evaluate and test new products • Write/review software installation instructions, knowledge base articles, and newsletter articles

Requirements

Bachelor’s and 0 years of experience, associate’s and 2 years of experience or high school with 4 years of experience
Secret Clearance preferred
Security+ qualification or ability to acquire within 90 days of hire
Must have a working knowledge of Windows 10 and Mac OSX Operating Systems
Must have strong customer service skills and positive demeanor.

Nice To Haves

IT Certifications - A+, Net+, ITIL Foundations - are helpful but not required
Bachelor's degree in Computer Science or related field
1+ years of experience providing Service Desk support within a similar organization

Responsibilities

Troubleshoot hardware, software and network (LAN/WAN, wireless and remote access) problems
Resolve account access/password problems
Evaluate and test new products
Write/review software installation instructions, knowledge base articles, and newsletter articles