Service Desk Technician

Duties include :

• Provide outstanding customer service.
• Has a strong desire to learn.
• Be logged into Call Center and ready to take incoming calls during standard business hours.
• Be in the on call rotation for after hour support
• Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
• Document all end-user requests and interactions in ticketing system completing all steps as defined.
• Provide technical account management for customers resolving issues and escalating when appropriate.
• Provide fast response and maintain a high level of professionalism at all times.
• Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
• Troubleshoot all inquiries regarding systems, hardware, software, and operator problems.
• Route or escalate requests to appropriate functional teams beyond Service Desk Team.
• Instruct users as well as troubleshoot basic and advanced software / hardware issues with internal and external customers via phone, email, chat, and remote control / assist software
• Ability to setup, support and trouble shoot VTC (Video Teleconference) and VOL (Video Online)
• Provide fast response and maintain a high level of professionalism at all times
• Provides reports to management
• Build and maintain knowledge base and document procedures
• Document and manage Product Development issues to resolution
• Lead / assist with training and quality improvement programs
• Collaborate with Client Engineering and all other supportive roles within the Client campus. May also require interaction with external vendors and / or customers.
• High level of integrity with a strong work ethic
• Assist with other duties or projects, as assigned.

Skills :

Minimum Requirements :

The ideal candidate will have at least an Associate’s degree in Information Technology with three to five years of related experience and / or training;

or an equivalent combination of education and experience.

• Working knowledge of Linux network fundamentals with proven experience in Windows technologies. Formal Windows classroom training and certifications from Microsoft technologies are a plus.
• The ability to perform Windows network administration tasks is critical to the position and a broad knowledge and understanding of the entire Windows work environment is required.
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.

Requirements include :

• Associates Degree in Information Technology
• Formal Windows class-room training and certifications Microsoft technologies
• High level of integrity with strong work ethic
• PC hardware troubleshooting skills required
• Knowledge of DNS, FTP, SMTP, TCP / IP, LDAP required
• Proficient with Windows Win10 operating systems and Microsoft Office required
• Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
• Ability to balance priorities and work alone or a team equally well
• Ability to work under minimal supervision
• Good organization and project management skills with attention to details
• Ability to document solutions and train other staff
• Good verbal and written communication skills
• Excellent priority management skills
• Experience with PC hardware troubleshooting and repair skills required
• Ability to travel to office and data center locations for on-site support, as needed
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
• Working knowledge of Linux network fundamentals and requires a minimum of 5 years of service desk operations with proven experience in Windows technologies.
• The ability to perform Windows network administration tasks is critical to the position and a broad knowledge and understanding of the entire Windows work environment is required
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Preferred Qualifications :

• Experience with Service Now
• Experience working in an agile operations model.
• Experience working in a Microsoft 365 work environment (MS Teams, Sharepoint, Exchange Online)
• One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired
• ITIL certification desired
• Certifications in Windows system management is a plus
• Linux certification is a plus

Education :

• Associates Degree in Information Technology
30+ days ago