It Service Desk Technician

CRI Advantage is accepting applications for future openings on our Technical Support Services (TSS) Team. Apply now and be shortlisted for future opportunities.

The IT Service Desk Technician I on our Service Desk team reports directly to the Service Desk Supervisor providing support to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level.

Responsibilities

• Acts as single point of contact (SPOC) for all technical customer interactions with TSS.
• Provide coaching and education to users on self-help tools that may be applicable to the user's problem
• Management of user incidents and service requests from phone calls, emails, voicemails, chats, or self-submit tickets.
• Perform return-to-service (RTS) activities of incidents and service request fulfillment.
• Gather triage information from user to fully understand and troubleshoot issue.
• Check systems availability and connectivity via monitoring tools.
• Log contacts in ServiceNow, opens incident tickets to capture the symptoms of the issue, and records error messages and activity logs into incident ticket.
• Monitor self-submit queues, perform support for user-submitted incidents, and service requests.
• Takes and records appropriate actions to verify and validate incident resolution.
• Utilizes standardized written procedures, scripts, and knowledgebase articles to resolve common issues.
• Ensure issues are expedited based on priority.
• Incident and service request logging, routing, and reporting in ServiceNow based upon defined policies/procedures.
• Resolves undocumented issues under direction of, and with the assistance of, mentor and senior representatives.
• Accesses Workplace Support Group to engage subject matter experts on resolving complex issues and utilize updated process and procedures.
• Reports issues that are not in the KBA's, documents solutions, and drafts new KBA's for approval.
• Communicate with the user to set a date for when the work shall be completed and complete the work by or before the scheduled date. If changes to the anticipated completion time occur (e.g., other higher priorities arise, the user is out of the office on business travel, short-term disability, etc.,), communicate with the user and establish a new date.
• Provide consistent user experience regardless of channel used.
• Tickets and resolutions are reviewed by mentor and/or technical lead daily and weekly, as needed.
• Always maintains a professional and courteous demeanor providing timely, respectful, and thorough customer service. Provide continuous communication with the most appropriate method to team members and client.

Requirements

• High School Diploma or equivalent and 1 year of customer service experience is required.
• Knowledge and ability to utilize computers and related technology efficiently
• Experience in a help desk or call center role is preferred
• Excellent customer services skills
• Basic troubleshooting and problem-solving skills
• Experience with Microsoft Windows operating systems and products (required)
• Linux platforms (desired)
• Experience supporting Macintosh hardware and software (desired)

Essential Functions

Physical, mental, and emotional stamina to perform the duties and responsibilities of the position; manual dexterity sufficient to write, use telephone, and business machines (including computers and printers); vision sufficient to read printed and online materials including knowledge base articles (KBA's), work reference materials, troubleshooting guides; hearing sufficient to conduct in-person and telephone conversations; speaking ability in an understandable voice with sufficient volume to be heard in normal conversational distance, on the telephone; physical stamina sufficient to sit for prolonged periods of time; physical tolerance to be exposed to air-conditioned space; emotional ability to work respectfully and professionally with teammates and customers in a fast-paced and at times stressful situations; mental acuity to collect and interpret data, define and solve common problems. Requires consistent and regular attendance.