The Service Desk Technician position will be responsible for taking incoming requests for support via phone and email by gathering information from the end user, creating a trouble ticket and performing first level remediation actions. This position reports to the Help Desk & Support Manager.
Take incoming requests for support via phone, email, or walk-in, gather information from end user and create trouble ticket
Assess and prioritize incoming requests quickly and efficiently to meet established Service Level Agreements.
Effectively troubleshoot issues to resolve or determine routing paths.
Contact user for follow up to confirm resolution, gather additional information, or provide updated information using ticketing system
Contact external service providers to coordinate work activities as necessary
Serve as single point of contact (not a single point of resolution) to customers through to problem resolution
Provide off-hours on-call support as required as part of a rotational basis to perform job functions and ensure service delivery
Review and process incoming network account request forms upon submission to Service Desk. Ensure thoroughness of information to complete requests and perform follow up with requestor to obtain necessary information to complete requests.
Create network, email and additional accounts in accordance with submitted request ensuring accuracy of accounts. Attention to detail is paramount.
Identify gaps and assist in development and maintenance of Support Services and end user documentation
Modify and create knowledge base entries
Understanding of security impacts of end user requests and ensure adherence to company guidelines
Participate in project based work as required.
Ability to maintain and balance daily workload along with project based work.
Technical skills required:
Windows 7 and Windows 10
Microsoft Office (version 2010 through 2016)
Google Suite experience (GMail, Google Calendar, Google Hangouts, Google Sheets, Google Docs, Google Slides, etc.)
Kasperksy (or other antivirus software) experience; must also have knowledge of best practices for handling and addressing malware, phishing, and virus exposures.
Track-IT, LANDESK Service Desk, Remedy or other ticketing (incident management) software
Active Directory experience
LANDESK remote control, Remote Desktop, TeamViewer, VNC or other remote control tools
Experience handling telephone support for a user base of 2,000+ users
Excellent analytic, communication, and customer service skills
Attention to detail
Excellent troubleshooting skills
Effective time management skills required to balance tasks/projects
Excellent written and verbal communication skills
Effective team member on concurrent tasks/projects
Attention to service excellence
Strong interpersonal skills ability to communicate with all levels of customers, vendors, and IT resources
Technical certification such as A+, HDI, ITIL, Network+, MCITP, MCSE, is a plus
College degree preferred or comparable experience
Familiarity with network, database technologies (Oracle, SQL), systems (Win