It Service Desk Technician

The Service Desk Technician (or Provisioning Administrator, internally) is primarily responsible for configuring hardware, software, and account access for new hire and termination of our clients end users.

Essential Duties and Responsibilities

• Process customer service request for provisioning of end users; including but not limited to creation of accounts in Active Directory, provide appropriate access, allocating licenses and configure software and hardware i.e., computers, desk IP phones, cellular, etc.
• Improve efficiency by automating, where possible, of accounts and hardware setup through scripting, imaging, etc.
• Assist with the coordination of any hardware shipment and onsite deployments
• Provide technical support where needed
• Create and conduct onboarding IT orientation using approved methodologies and materials i.e., PowerPoint presentation, self-help user guides, etc.
• Create and update provisioning documentation; including but not limited to a step-by-step procedure, a checklist, etc.
• Update customer asset in ticketing system when adding or removing hardware and software
• Data entry may be required for new and active clients
• Onsite recommended but not required (onsite required for headquarter based employees)
• Other duties as assigned

Customer Focus

• Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.
• Illustrated diplomacy, tactfulness and empathy when dealing with customers
• Exemplified ability to defuse escalations and high-tension situations
• Well-developed ability to appease customers experiencing service outages and difficulties
• Ability to listen actively and ask clarifying questions to seek understanding
• Experience going above and beyond duty to delight customers
• Must have a genuine drive for customer satisfaction and retention

Required Professional IT Certifications and Experience

• Education: Bachelor's Degree in Computer Science or related field experience
• IT Experience: 2 years minimum
• One or more of the following: CompTIA or A+, Network+, Microsoft MCP
• Advanced understanding of operating systems (Windows 7 or higher and MAC OS X), printing systems, network topology, Linux/Unix command

Decision making and Self-Management

• Interface and maintain effective communication with business users and other ITS team members
• Excellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company.
• Proven aptitude to work well in a team or independently with minimum supervision.
• Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment.

BCS365 is an Equal Opportunity Employer. We consider applicants for all positions without discrimination based on race, color, religion, creed, gender, national origin, sexual orientation, age marital or veteran status, disability, or any other legally protected status.

Please Note: BCS365 participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.