Technician, Service Desk

Pilot Company•Knoxville, TN

3d•Onsite

About The Position

The purpose of this job is to provide technical support for Corporate Team Members. Software and application support as well as desktop computers, laptops, VDIs, company paid phones, tablets, printers, and other assigned technology projects. Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities. Applies understanding of how the assigned duties relate to others in the group and how the group integrates with others. No Supervisory responsibilities; manages own workload. Addresses and solves defined and straightforward problems using existing standard operating procedures or analytical/scientifical methods. Responsible for the impact and quality of own work. Communicates basic technical information with team members typically within own group but occasionally outside of group. Must meet KPIs with some impact on group deliverables. Assist Corporate users with hardware and software issues to ensure team members are taken care of; assist with diagnosis and correction of issues with back-office computers and processes. Document all incidents/interactions and ensure they are filled out to completion according to ServiceNow guidelines. Ensure all activities are in compliance with rules, regulations, policies and procedures. Complete other duties as assigned.

Requirements

High school diploma or equivalent certification required
Basic technical skills in analytical/scientific methods or operational processes
Ability to perform routine and straightforward activities
Understanding of how assigned duties relate to others in the group and how the group integrates with others
Ability to manage own workload
Ability to address and solve defined and straightforward problems using existing standard operating procedures or analytical/scientifical methods
Responsible for the impact and quality of own work
Ability to communicate basic technical information with team members typically within own group but occasionally outside of group
Must meet KPIs with some impact on group deliverables.

Nice To Haves

Associate degree in technology preferred
One year Service Desk experience preferred

Responsibilities

Provide technical support for Corporate Team Members.
Offer software and application support.
Support desktop computers, laptops, VDIs, company paid phones, tablets, printers, and other assigned technology projects.
Assist Corporate users with hardware and software issues.
Assist with diagnosis and correction of issues with back-office computers and processes.
Document all incidents/interactions and ensure they are filled out to completion according to ServiceNow guidelines.
Ensure all activities are in compliance with rules, regulations, policies and procedures.
Complete other duties as assigned.