IT Service Desk Technician

An IT Service Desk Associate (Tier I) is the first point of contact for our customers. The position is one where it engages with customers regularly. The role takes care of our clients by answering, analyzing and prioritizing client communications that may describe issues they are experiencing with their hardware, software, networking and any other computer related technologies, including phone systems.

It is imperative that the job is performed as it is laid out as our systems and processes depend on it.

Responsibilities:

• Handles all incoming support calls, emails, and verbal communications as the first line of support for all reported issues
• Provide prompt and accurate response to customers
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Investigate user problems; troubleshoot, identify, test, and implement solutions.
• Provide customer assistance using remote access tools.
• Track computer system issues through to resolution, within agreed time limits
• Document technical knowledge in the form of notes and KBs within ticketing system and/or documentation system
• Troubleshoot servers, workstations, firewalls, and network outages
• Maintains confidentiality regarding the information being processed, stored or accessed by the end-users on the network.
• Detailed documentation in tickets & document common and recurring problems that can be referenced by other technicians and for training purposes.
• Properly escalate high priority and/or unresolved issues to Level 2 support.
• Walk end-users through the problem-solving process.
• Interact with 3rd party support providers to diagnose and resolve problems.
• Follow up with end-users to ensure the issue has been resolved, provide feedback and see problems through to resolution.
• Manage/Create/Disable accounts in Active Directory and Office 365.
• Perform software updates and upgrades for customers
• Knowledge of Windows networking such as DHCP, DNS, subnets, gateways, etc.
• Ability to troubleshoot Windows desktop and office productivity applications such as Microsoft Windows 10, Windows 7, Microsoft Office 365 suite, enterprise client applications, printers and mobile devices.
• Experience installing and supporting client devices’ operating systems and standard applications.
• As need travel to client site locations for troubleshooting and repair.
• After-hours projects and work as needed
• Be a part of an on-call rotation.
• Any other duties as assigned Other skills and abilities

• Ability to multi-task - have a sense of urgency and maintain a positive customer facing attitude.
• Communicate well: verbal, written and presentation. Acceptable telephone etiquette.
• Understanding and familiarity with Microsoft desktop operating systems and productivity applications.
• The ability to work within a small, highly flexible team.
• The ability to adapt to rapidly changing requirements and techniques.
• Knowledge in: Windows Server, MS Office, Active Directory, SharePoint, VoIP Phones, SQL.
• Proficient at Windows Operating Systems (Windows 10), Office 365 suite (including Word, Excel, Outlook, & Teams), Mobile Devices, and other enterprise software.
• Ability to be a team player and work well with others.
• Neat and well groomed, as you will be eventually be meeting with customers on their premises.
• Must have a valid drivers’ license, up-to-date insurance and no major traffic violations (The use of your own car is occasionally required. Mileage will be reimbursed.)

Reliable & dependable: The applicant must be able to demonstrate and maintain regular & acceptable attendance along with the ability to be highly dependable within the role, at a level as is determined in the employer’s sole discretion.

VEHICLE/LICENSE: Must have daily use of a vehicle without prior notice. Must have a valid driver’s license and clean record, and must be willing to travel to various locations and with such frequency as the business need dictates.

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance