IT Service (Help) Desk Tech

We are looking to add one service desk technician to our IT support team. This position is in-site at our palatial offices in University City. This job description is our front-line Service Desk Technician, where the position focuses on desktop-level support for numerous clients in a fast-paced, intense work environment. The requirements for this position focus on more than just technical skills; they require a positive, energetic, and engaging person who can embrace the ever-changing world of desktop support. An ideal candidate should provide a high level of flexibility and creativity while working both independently and in a team environment, can also quickly analyze a problem for resolutions, and use forethought to implement corrective actions to improve service delivery and avoid reoccurrence. The position may require the performance of other related duties as assigned.

Provide day-to-day customer support of our Service Desk

o Triage, prioritize, assign, and work Service Desk tickets as they come in.

o Provide remote support to existing CIT customers within SLAs for support of workstations, software systems, and basic support and troubleshooting of LAN/WAN network systems.

o Following tickets through until resolution.

o Make note of reoccurring issues and work with the team to resolve them collaboratively.

o Support and enhance key processes & documentation.

o Escalate dissatisfied end user/client tickets to Service Manager.

o Escalate advanced technical issues to the appropriate resource(s), using the escalation process.

• Knowledge and Experience Required (1-4 years)
• Microsoft Windows operating systems (10 and 11)
• Strong proficiency with Microsoft Office-based applications (Teams, Excel, Word, Email, one-drive)
• Hardware support for common vendors (Lenovo, Dell, HP)
• VPN systems

• AD password resets/user creation

• Desired:

o MS Azure experience

o Basic networking

o Virtualization (VMWare) for desktops

o VPN Management

• The following Certifications must be attained during the first year of employment

Do you have a valid Driver’s License license?, Do you have experience in Windows?, *These certifications change from time-to-time based on vendor/manufacturer programs. The equivalent certification may be substituted for those on this list. A more senior engineering certification may supersede those on this list.

• Must be able to view video display terminal images for extended periods of time
• Ability to operate a computer keyboard, mouse, and telephone
• Ability to speak without electronic assistance to English-speaking end-users
• Ability to sit, stand and/or kneel for extended periods of time
• Ability to lift, carry, and/or move items up to fifty (50) pounds
• Ability to tug and/or pull up to forty (40) pounds

• Must carry valid North Carolina driver’s license

• Excellent, professional communication skills; spoken and written in English
• Self-motivated, including able to complete and troubleshoot issues on own
• Problem solving skills
• Reliability (Attendance and Punctuality)

Pulled from the full job description

• Health insurance
• Paid time off
• Dental insurance, Job Types: Full-time, Permanent

Pay: $20.00 - $24.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off