Service Desk Technician I

Corsica Technologies, LLC • Scottsdale, AZ

1d • Onsite

About The Position

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 System hardware, software, and operating systems
• Must have intermediate experience with Active Directory and Group Policy administration
• Must have basic experience with Cloud solutions such as Office 365 and Google Apps
• Must have basic experience with 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 Switches, firewalls, and advanced infrastructure
• Experience with Cloud-based data-centers such as Azure and AWS
• Experience with Server applications such as SQL Server and RDS
• Experience with 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees