Job Title : Service Desk Technician
- A Service Desk Technician is a detail-oriented, thorough, and organized entry-level IT Technician who is responsible for providing technical assistance and support to Team Members. The support environment would include Windows and Mac computer systems, hardware, and various software issues.
- The individual will be expected to utilize system management tools and ITIL Service Delivery processes to deliver first-class service and support via telephone, online chat, email, and online ticketing. The technician is expected to act as part of the logon access (Identity & Access Management) team following appropriate processes.
- The technician will be expected to respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. The technician is expected to resolve a high percentage of issues on the first try IT Support Deliver technical services and IT related support to clients as they pertain to company specified service level agreements.
- Administration Complete administrative objectives including but not limited to updating tickets, knowledgebase documentation, and team training sessions.
Duties and Responsibilities :
- Monitor and respond quickly and effectively to requests received through the IT Service Desk
- Respond to customer queries by phone, email, chat, and ticketing system
- Sign into and operate 8x8 call queue per-determined shift schedule
- Remote installation of software and drivers
- Reset passwords, troubleshoot network account issues
- Create step-by-step training material with screenshots for clients
- Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
- Document internal procedures
- Maintain daily performance of computer systems
- Ask educated questions and listen to customers to determine root cause of issues
- Work through the problem-solving process with customers, empowering them to do the same in the future
- Run diagnostic problems to resolve problems
- Clean up computers
- Train incoming staff
- Communicate effectively with end-users to calm any concerns
- Report significant and recurring issues to the tier-2 support team and management
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting
- Must be 18 years of age or older, and successfully complete the pre-employment screening process.
- Must be fluent in spoken and written English.
Requirements and Qualifications :
- Proven experience as a Service Desk Technician or other customer service role
- Ability to diagnose and resolve basic computer/technical issues
- Strong customer service and communication skills. Ability to communicate effectively both verbally and in writing to peers and clients in order to set expectations, convey instructions, and share information.
- Excellent writing skills to provide documentation for end user tutorials, team guidelines, and solution documents.
- Keen attention to detail, memory of patterns, and interest in problem-solving
- Must be able to work remotely, as a member of a bigger team.
- Strong troubleshooting skills, comfortable with researching an issue, developing, and documenting a solution.
- Accurately process and record troubles via company ticketing system, Atlassian JIRA.
Required Technical Experience :
- Hardware troubleshooting, Headsets, IP Phone, Webcams
- Basic network troubleshooting, Home networking, Wi-Fi, Cellular, VPN
- Tier 1 Microsoft Active Directory, Windows 10, Office 365 (Outlook, Teams, OneDrive, SharePoint) support
Preferred Technical Experience :
- Remote installation of software and drivers
- Resetting domain account passwords
- Zoom Support
- Local/Network Printers
- AzureAD
- OKTA
- MacOS troubleshooting
- VMWare VDI troubleshooting
- InTune
- Atlassian Jira and Confluence
Minimum Education Requirements :
- High school diploma, or equivalent customer service or other progressive experience
- Education experience in Computer Science, Information Systems, or related fields is preferred.
Technical Certification : A+, Network+, ACMT, MCSA, or HDI preferred.
Minimum Experience Requirement : 1-6 Years
Bandwidth Requirements : Must have access to reliable high-speed broadband Internet Access. For a single user household, a minimum of 25Mbps Download and 3Mbps Upload is preferred.
System Requirements : Must have access to a computer system. Will be required to connect to a Virtual Desktop environment, use a computer headset for calls, and install a VOIP program on your local system.
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