IT Service Desk Representative

Under general supervision, ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give both over-the-phone and hands-on help at the desktop level. This is the entry level of the technical support classification in which the individual is providing help desk level customer service and resolving end user requests. Problem resolution may involve the use of diagnostics and help requests tracking tools, as well as require hands-on desktop assistance.

Principal Duties

• Field incoming service desk incidents and requests, and provide courteous and timely initial support and assistance to end users in compliance with organizational service level agreements. Document pertinent end user identification information and perform post-resolution follow-ups to ensure resolution and end-user satisfaction.
• Perform first level incident and request response and resolution for all IT services by utilizing technical knowledge of operating systems, equipment, application packages, and diagnostic troubleshooting utilities. Record, track, and document the service desk request and incident process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Refer more difficult incidents or non-routine requests to the appropriately experienced technician or Technology Services Specialist (when required).
• Prioritize, schedule and escalate problems, evaluate documented resolutions, test fixes to ensure problem has been adequately resolved, analyze trends for ways to prevent future problems and alert management to emerging trends in incidents.
• Identify and learn appropriate software and hardware used and supported by the organization, to include accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Create and manage knowledge documents for commonly repeated incidents and requests for internal IT personnel, as well as for end users.
• Assist the Lead Technology Services Specialist with the management of the Service Desk, including but not limited to training incoming interns, reviewing SLAs department wide, communicating with stakeholders on high-priority incidents and changes, and maintaining the Service Catalog for the end users.
• Perform a variety of service desk related tasks, to include but not limited to, assisting in software releases and roll-outs according to change management best practices.
• Perform other related duties as assigned and/or required.

Do you have a valid Driver’s License license?, Do you have experience in Windows?, Do you have a High school diploma or GED?, * High School Diploma or GED equivalent and one (1) year of experience; or the equivalent combination of education and experience

• Texas Driver’s License
• Ability to attain ITIL Foundations Certification within twelve (12) months from date of hire
• Knowledge of advanced computer hardware including desktops, laptops, portable computing devices, network printers, scanners, and tablets
• Knowledge of operating systems, including Microsoft Windows 7 and higher
• Supportable knowledge of the Microsoft Office Suite, Adobe Reader, and Internet Explorer Web Browser
• Strong written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly, business-friendly and technical language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to perform essential duties in an environment that entails sitting for extended periods of time, operating keyboards and other computer components, and lifting and transporting moderately heavy objects such as computers and peripherals.

Preferred:

• ITIL Foundations Certification
• Two (2) years of experience in a Service Desk environment
• Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes
• Experience with operating systems, including Microsoft Windows 7 and higher, iOS and Android