Technology Service Desk Technician

Position Overview:

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.

Job Description:

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.

Brief Description of Responsibilities:

• 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

Work Experience Requirements:

• 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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