It Service Desk Technician (Hybrid)

Summary

The IT Support Technician (Service Desk Technician) provides timely and accurate end-user technical support. Works on routine hardware and software issues, with focus on day-to-day operational activities. Provides immediate on-call systems maintenance, support, and enhancements including installs/upgrades to hardware and software. Monitors and troubleshoots system performance. Works with team members in identification of trending issues as well as responsible departments in prioritization for resolution.

ResponsibilitiesAAAAAAAAAA

• Provides 1st level support for enterprise hardware, software, network and other technical issues

• Ensures individual tickets are documented and managed timely

• Routes unresolved tickets to appropriate support groups for timely resolution

• Isolates trending support issues and works with other departments to prioritize resolution

• Identifies process efficiency improvements for optimizing performance

• Positively represents IT in new hire presentations and departmental meetings

• Based on project parameters, identifies, coordinates, participates, and delegates project tasks

• Assists with software installation, configuration and troubleshooting across multiple platforms

Problem Solving & Analysis

• Identify and resolve technical issues on multiple platforms

• Follow standard practices and procedures to analyze problems and/or data

• Escalates and collaborates non-routine technical issues or requests to senior members of the Service Desk or relative IT teams for resolution or fulfillment

• Analyze simple problems that have a set of possible solutions

• Able to determine the most appropriate procedure to follow

Decision Making / Autonomy

• Some work is assigned by management but opportunity for independent work

• Follows established procedures to complete assignments and is reviewed by senior technicians or management as necessary.

• Escalates technical issues or requests not defined by best practices to senior technicians, management, and/or appropriate escalate groups.

• Use standardized procedures to complete work under supervision

Communications / Interactions

• Communicate with Service Desk team members, relative IT Teams, and end-users to receive and share information.

• Communicates with Senior Technicians and/or Manager on status of issues and decisions

• All other duties as assigned.

Skills and Experience

Skills:

A Asset Management

A Help Desk

A Technology Standards, Policies and Procedures

A Technical Troubleshooting

A Attention to Detail

Education and Qualifications:

High school diploma or equivalent required.

Preferred:

1+ years of experience on a Service Desk/Help Desk team

Associates degree in MIS Computer Science or related field

#LI-Hybrid