Service Desk Technician

Job Description

Job Description

Description : Description

The Service Desk technician is the first level of the support chain and serves as a single point of contact for

CenterGrid customers. The Service Desk is directly involved in recording, troubleshooting, resolving or dispatching

incident tickets as well as completing tasks and requests. Service Desk technicians also provide first level

assistance for client hardware, software, password, and VOIP, along with major incident support. The CenterGrid

Service Desk operates 24x7x365.

Responsibilities include :

• Provides support via phone, e-mail and chat to employees of CenterGrid clients.
• Provides support for Microsoft Windows 10 Operating System
• Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office365).
• Provides support for mobile devices including configuration and email sync.
• Mobile Device Support – Android and / or iOS
• Handles 40-50 issues per day efficiently and appropriately.
• Maintains regular and punctual attendance.
• Utilizes Active Directory and application systems to reset passwords.
• Assists users in adding and changing network printers.
• Provides technical support for remote workers, including VPN connectivity issues.
• Remote control of user’s computers utilizing remote access tools.
• Troubleshoots remote access connectivity problems including WiFi.
• Conducts self in a manner that is consistent with client service expectations.
• Assist in the creation and maintenance of support documentation including, work instructions / processes / procedures
• Ensure all necessary operational processes and procedures are carried out with a high level of attention to detail, expediency, and on-time delivery
• Perform other duties as assigned

Requirements : Requirements :

Preferences :