Desktop Support Technician
Role details
Job location
Tech stack
Job description
Provide IT systems support to end users on a variety of moderate to complex issues for internal and external customers. Respond to technical support requests submitted via email, and document, track, and monitor issues to ensure timely resolution.
Essential Functions and Responsibilities Provide moderate to complex support to colleagues regarding internal proprietary systems (e.g., JURIS, One Team, SIR, TAMS, and Voyager). Issues are typically reported via email. Perform moderate to complex troubleshooting and assist with software development issues as needed. Communicate high-visibility issues to the immediate supervisor. Escalate requests to the appropriate departments as needed. Additional Functions and Responsibilities Perform other duties as assigned. Support the organization's quality program(s).
Requirements
Education and Licensing Bachelor's degree from an accredited college or university preferred, or five (5) years of Help Desk or technical support experience (or equivalent).
Experience and Skills ServiceNow Microsoft 365 (OneDrive, Teams, Word, Excel) Basic networking A+ certification Experience supporting Dell desktops and laptops Education & Licensing Bachelor's degree from an accredited college or university preferred.
Experience: Five (5) years of Help Desk or technical support service experience or equivalent combination of education and experience required to include 2+ years of experience with *** propriety systems (JURIS, One Team, SIR, TAMS and Voyager).
Skills & Knowledge Excellent customer service skills Proven understanding and knowledge of quality Good knowledge of service center processes and procedures PC literate, including Microsoft Office products Analytical and interpretive skills Strong organizational skills Excellent interpersonal skills Good judgment and discretion skills Ability to manage multiple projects and set priorities Ability to work in a team environment Ability to meet or exceed Performance Competencies Ability to complete required number of monthly quality monitors