Service Desk Technician
About The Position
Interfaces directly with end-users to provide identification, prioritization, and resolution of hardware, software, network and application problems following well-defined guidelines and procedures. Fields support calls, IT Service Requests, email, and/or other communication to provide proficient customer support for all hardware, software, and computer systems and determines the appropriate escalation path for complex or specialty support issues. Ensures the application of information technology policies, principles, and practices in the delivery of customer support services and reinforces Service level agreements to manage end-user expectations. Provides identification, prioritization, documentation, and resolution of problems using service management system, monitor alerts and notifications, and respond accordingly through service tickets. Meets metrics including Service Level Agreements, utilization statistics, call statistics, customer service statistics. Performs problem resolution on IT service requests, which may involve the use of diagnostics tools, as well as require in-person, hands-on help at the desktop level. Performs on-call responsibilities and after-hours duties, as necessary.
Requirements
- Associates degree in Information Systems, Business, or related field from an accredited college or university; supplemented by two (2) or more years of related technical customer service, or an equivalent combination of education, certification, training, and/or experience.
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Strong phone skills including managing calls in a professional and pleasant manner, quickly finding solutions to inquiries while providing exceptional service
- Knowledge of basic computer hardware, including printers, smartphones, and various peripherals
- Knowledge in Windows operating systems, terminal services, print servers and remote-control software
- Ability to clearly communicate with end users and technicians and present ideas in user-friendly language
- Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
- Ability to apply technical PC skills for testing, troubleshooting, call logging, software installation and computer repair
- Skill in Microsoft Office applications
Nice To Haves
- Ability to travel 20% of the time, as needed.
Responsibilities
- Fields support calls, IT Service Requests, email, and/or other communication to provide proficient customer support for all hardware, software, and computer systems and determines the appropriate escalation path for complex or specialty support issues
- Ensures the application of information technology policies, principles, and practices in the delivery of customer support services and reinforces Service level agreements to manage end-user expectations
- Provides identification, prioritization, documentation, and resolution of problems using service management system, monitor alerts and notifications, and respond accordingly through service tickets
- Meets metrics including Service Level Agreements, utilization statistics, call statistics, customer service statistics
- Performs problem resolution on IT service requests, which may involve the use of diagnostics tools, as well as require in-person, hands-on help at the desktop level
- Performs on-call responsibilities and after-hours duties, as necessary.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
