Service Desk Technician
About The Position
Provide first and second-level support for incoming technology issues. Responsible for support and troubleshooting of enterprise end user systems, to include printer, software, peripheral and technical troubleshooting and repair. Requires a minimum Vocational/Technical School education, with two to four years of experience preferred. Provisioning user accounts, assigning permissions and granting network share access. Additional responsibilities will include the preparation and deployment of new computer systems to end-users and configure Motorola mobile devices. Enterprise tool-sets will be leveraged for the provisioning of user systems, as well as documenting/logging of end-user issues into tickets. Experienced in providing a degree of proactive support, in effort to resolve potential system issues before impact is realized to the service level. Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department, while providing superior customer service and timely incident resolution. Will be responsible for some customization and deployment of new/upgraded hardware and software internally and to off-site locations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service. Helps maintain a central source of information, enabling Help Desk staff and support technicians to recover outages and other technical issues with minimal disruption to expected service levels. Individuals in this position will have a specialized skill-set in one to two specific areas. Areas to include Network, Server, Database, Software and Hardware.
Requirements
- Vocational, technical or other IT-related certification and/or degree
- Minimum of 2 to 4 years of related IT experience
- Extensive knowledge of Windows Operating Systems and Microsoft Office Products
- Knowledge of Active Directory
- Excellent organizational, communication and critical analysis skills
- Ability to work independently and exercise sound judgment to resolve issues
Nice To Haves
- Dell DOSD certification-Desktop/Laptop preferred
- Comp-TIA A+ certification preferred
- Knowledge of LogMeIn and ServiceNow preferred
- Knowledge of LogMeIn, Soti MDM and Sysaid.
Responsibilities
- Responsible for first and second level support and resolution of incidents received via the IT Help Desk.
- Provide a degree of proactive support, leveraging monitoring alerts and other tools, in effort to resolve potential system issues before impact is realized to the service level.
- Customize and deploy new/upgraded hardware and software internally and to off-site locations.
- Write technical documentation and publish to the help desk (Knowledge Management System) regarding installation procedures and troubleshooting steps for software and hardware.
- Provisioning of end-user access to systems and file shares.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
