Service Desk Technician- Level I

OSAGE NATION

About The Position

The Level I Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Requirements

Associates degree or Industry Certification in related Information Technology field preferred
1-3 years of experience in the Information Technologies field desired
Able to read and understand technical manuals, procedural documentation, and OEM guides
Ability to conduct research into Hardware/Software products and issues as required
Knowledge of advanced computer hardware
Demonstrated application support experience
Working knowledge of a range of diagnostic utilities
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Strong documentation skills
Ability to conduct research into a wide range of computing issues is required.
Ability to absorb and retain information quickly.
Ability to present ideas in a user-friendly, business-friendly and technical language.
Highly self-motivated and directed.
Keen attention to detail
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Able to complete a Certification in A+ within a year
Must be able to lift up to 50 lbs
Working knowledge of IOS applications and MS applications
Must be willing to work a flexible schedule including working after normal working hours and weekends if required

Responsibilities

Actively resolving escalated end user help requests within established SLAs.
Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Operate tools, components, and peripheral accessories
Monitor network performance and troubleshoot problem areas as needed.
Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Accurately document instances of hardware failure, repair, installation, and removal including trending for a proactive approach.
Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
Maintain up-to-date knowledge of hardware and equipment.