The Technology Service Desk Technician is a team member role with responsibilities of working closely with a team of technicians to support the various operating systems, hardware platforms, applications and networking technologies.
Candidate will be responsible for serving as the initial point of contact for end users, providing support on a variety of issues by responding to telephone calls, email and associate requests for first tier PC, applications, or hardware related technical support.
• Provide 1st level technical support for all locations and all computer systems• Configuration of new PC’s and system parts• Printer configuration and support• Asset and license management• 1st & 2nd level software support (mail, office, VPN, etc)• Implementing system software, modifications• Provide 1st level wide-area network support, troubleshoot network client outages such as checking line with fluke, changing out NIC card• Maintain information on all support requests in Remedy tracking database• Assign help desk cases to the appropriate group as defined in the IT Service Level Agreement escalation procedures• Follow up with support staff and with customer to ensure timely and satisfactory issue resolution• Respond to all support requests in a mature, friendly, and timely manner• Communicate System Problems/Downtime to team members in a timely manner• Setup Laptop, Desktop, Printers and Mobile Devices according to corporate guidelines• Perform preventative maintenance on corporate workstations, laptops or mobile devices• Produce documentation and provide training for the end user relating to the technologies we use• Troubleshoot and resolve networking and software issues in conjunction with other staff and vendors as needed• Install, maintain and troubleshoot Desktop software and hardware issues• Maintain all company Information Technology standards• Troubleshoot user problems related to in-house business systems• Other duties may be assigned based on business needs
• Excellent customer service, interpersonal, communication skills• Acute problem solving skills• Ability to communicate effectively – As a Service Desk Technician you must have a professional demeanor and the ability to communicate effectively over the phone/in person• Experience supporting PC Hardware in a Microsoft Desktop environment
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