Service Desk Technician I

IBC•San Antonio, TX

1d•Onsite

About The Position

Service Desk Technician I will serve as the Single Point-Of-Contact for all incidents/service requests, based on prioritization and urgency/impact, as reported by business stakeholders. The position will also be responsible for ensuring standardized and comprehensive troubleshooting steps are performed for each individual incident/request, providing thorough reporting to Service Desk Technician II and Supervisors as needed for escalation.

Requirements

Familiar with MS Windows Operating systems
General computer networking concepts.
Familiar with computer peripherals and connections.
Familiar with common desktop applications and MS productivity applications.
Active Learning and Learning
Good written and oral communication skills.
Complex Problem Solving
Critical Thinking
Time Management

Responsibilities

Provides technical assistance and support by phone for incoming requests from IBC internal customers and end users, work tracked by service tickets in Service Desk Plus
Troubleshoots and resolves common internal/external serviced applications, software, hardware, etc.
Provisions network access and password resets in all applications administered by IT Services
Gathers pertinent details and assigns/escalates tickets to the appropriate level of support
Processes network access setup for new employees/non-employees
Performs software installation on computers
Provides front line support for mobile devices
Provides user awareness and education for IBC supported applications
Navigates and utilizes IT Service Desk Solutions Base, processes & procedures
Provides technical assistance for software upgrades
Utilizes intra-departmental training resources to achieve competent and proficient skill level with standard IT systems and IT industry practices