Service Desk Technician

TEKsystems•Oklahoma City, OK

2d•Onsite

About The Position

Provide technical support of the organization's desktop computing environment while ensuring exceptional customer service in response to incidents and requests across the organization. Creates work tickets to ensure proper tracking, prioritization and escalation of technical incidents and requests. General responsibilities with standardized processes. Works under limited supervision. Resolves routine questions and problems. Refers the more complex issues to higher levels. Follows established procedures to accomplish requirements of job. Some latitude for deviation.

Requirements

Associate's Degree in Computer Technology or a related IT degree program, And 1 year help desk support experience
2 years help desk support experience in a corporate environment.
Valid driver’s license.
A+ Certification, Microsoft Certifications or other applicable certs.
Help desk
Help desk support
Service desk
Troubleshooting
Customer service

Nice To Haves

Familiarity looking in exchange and tinkering around in it
Doing some light work in Horizon
Working within Intune.
Wants someone that 'talks with a smile voice'
Someone with experience helping people over the phone, not just in person.
Someone with a troubleshooting mind.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Provide font line response, troubleshooting, diagnostics and resolution on general PC and network issues and support Microsoft core operating systems and business applications.
Provide accurate information on IT products or services.
Follow support methodologies based on ITIL standards to provide a highly performing and available environment.
Communicate effectively with clients on the status of tickets and resolutions.
Work collaboratively with peers to provide quick response, diagnosis, and resolution of client issues.
Work collaboratively with all IT teams to centralize and standardize processes.
Create tickets, record progress and resolutions on client incidents or service requests.
Effectively escalate client issues to appropriate resources when necessary.
Perform system installation and configuration.
Document commonly encountered issues.
Ensure compliance with team metrics in accordance with department goals.
Work with end-users to implement IT skills.