IT Service Desk Technician 1 (Org Wide) (Hybrid)

The IT Service Desk Technician 1 role is to 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 requiring that the individual give in-person, hands-on help at the desktop level.

Essential Competencies:

• Manage the processing of incoming requests to the Service Desk to ensure courteous, timely, and effective resolution of end user issues.
• Assist with LCI’s IT equipment via order tracking, warranty, and scheduling installations.
• Manage inventory and asset tracking of all equipment, software, and software licenses.
• Manage PC setup and deployment for new employees using standard hardware, images, and software.
• Assess support calls and tickets to determine appropriate staff for problem resolution / escalation.
• Recommend procedure modifications or improvements.
• Ensure proper recording, documentation, and closure of all reported issues.
• Ongoing training and education provided internally.
• Provide initial technical assistance with all computer related issues.?
• Provide guidance and technical assistance to the staff members.
• Assist in training office staff on personal computer software.
• Provide back-up support for other information systems services personnel.
• Develop end user training guides and documentation on the use of LCI’s systems and software.

Do you have a valid Driver’s License license?, Do you have experience in Word embeddings?, Do you have a Associate’s degree?, * Associate degree in information systems, computer science or related field is desired, or equivalent combination of formal education and experience preferred (includes knowledge, skills, and abilities).

• Minimum of one (1) year of related work experience or equivalent schooling including working with Microsoft desktop platforms.
• Knowledge of computer equipment and network systems.
• Ability to diagnose and take corrective action in addressing computer/network problems.
• Excellent written and verbal communication skills.
• Demonstrated proficiency with Microsoft Word, Excel and PowerPoint and willingness to learn new software applications.
• Strong organizational ability.
• Ability to maintain high level of confidentiality.
• Current driver’s license, acceptable driving record and proof of adequate insurance required.