Service Desk Technician I

Corsica Technologies•Fort Wayne, IN

28d

About The Position

SERVICE DESK TECHNICIAN 1 Corsica Technologies is consistently recognized as one of the top managed IT and cybersecurity providers, helping organizations leverage technology as a competitive business advantage. Our integrated services protect companies and enable them to succeed. As our mission states, we are a key catalyst in protecting organizations, empowering their employees, and enabling their technology to gain a competitive business advantage so they can thrive. Our team is focused on hiring the right people, in the right jobs, to help us continue to grow and move forward in creating a new level of service in the IT industry. Do you have what it takes to join the team? With decades of combined experience in our space, our leadership team thrives on helping their clients solve their most complex IT challenges. Purpose Our clients rely on the IT services we provide so they can serve their customers/clients, employ their staff, and add value to their communities. Increasing client confidence through timely, professional, friendly, and knowledgeable remote-support service is paramount to being the IT Leader we strive to be. Additionally, Corsica depends on the efficiency of Service Desk members to keep costs low. The purpose of the Service Desk Technician 1 is to provide client-centered, efficient, and effective level 1 remote support to Corsica clients. The Service Desk Technician 1 helps minimize downtime and the impact of disruptions in client IT environments by providing rapid effective response to reported issues with an emphasis on issues reported via phone. Further, the Service Desk Technician 1 plays a critical role in building client trust by serving as a primary client interface in the reporting and resolution of client technical issues.

Requirements

Able to function effectively in a high-paced environment
Able to understand the perspective of the client in all service interactions
Makes effective use of time and complete tasks efficiently and on time
Able to work with a team, communicate effectively, and have high attention to detail
Meets client and corporate expectations for attendance, quality, and performance
Must have intermediate experience with each of the following: System hardware, software, and operating systems
Active Directory and Group Policy administration
Must have basic experience with each of the following: Cloud solutions such as Office 365 and Google Apps
Networking concepts such as TCP/IP, DNS, and DHCP
Must have at least a high school diploma or GED.
A minimum of 2 years of professional IT Service Management (ITSM) experience is required.
Must have at least 1 certification from vendors such as Apple, CompTIA, or Microsoft.

Nice To Haves

Experience with each of the following is a plus but not required: Switches, firewalls, and advanced infrastructure
Cloud-based data-centers such as Azure and AWS
Server applications such as SQL Server and RDS
Voice technologies and phone systems
Associate degree or better is preferred.
MSP experience is preferred.

Responsibilities

Receive, classify, and triage incidents and simple requests. Emphasis on Inbound Call Handling.
Troubleshoot and resolve incidents to return service to clients as quickly as possible.
Implement low risk, well-understood changes that are requested by end-users.
Follow standard operating procedures as documented in the Knowledge Management System.
Work with the team and escalate as needed with the assistance of management.
Stay up to date on the latest technologies through ongoing education.
Maintain and update system documentation and event records.