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SalaryPosition Overview:
The IT Service Desk Fellow is the first line of interaction between our Business Department employees and the Technology Department. The ideal candidate will work closely with the Technology Department in the resolution of troubleshooting tickets and internal technical support needs. The candidate should be adaptable and possess good customer service and verbal communication skills and develop trustworthy and reliable relationships with employees. They will combine these skills with their technical ability and a willingness to learn and function as part of a team to successfully execute their job functions. Organizational skills, attention to detail, time/priority management, and self-motivation are also vital for success in this role. In this capacity, the Technology Department will assist the Fellow in learning new technical skills and how to best operate as a successful member of the larger Penguins organization.
Responsibilities:
The IT Service Desk Fellow is the first line of interaction between our Business Department employees and the Technology Department. The ideal candidate will work closely with the Technology Department in the resolution of troubleshooting tickets and internal technical support needs. The candidate should be adaptable and possess good customer service and verbal communication skills and develop trustworthy and reliable relationships with employees. They will combine these skills with their technical ability and a willingness to learn and function as part of a team to successfully execute their job functions. Organizational skills, attention to detail, time/priority management, and self-motivation are also vital for success in this role. In this capacity, the Technology Department will assist the Fellow in learning new technical skills and how to best operate as a successful member of the larger Penguins organization.
Responsibilities:
- Partner with the Technology Department to address the needs of the business.
- Continue to grow in your knowledge of technology and providing a high-level of customer service.
- Log calls and related content in Spiceworks (Service Desk ticket system).
- Take calls and respond to e-mails for initial technical support for Penguins employees.
- Resolve appropriate calls and escalate when appropriate to senior-level technical resources.
- Monitor the IT Service Desk ticket queue and resolve initial Service Desk tickets in accordance with current Service Desk service level agreement (SLA) policies.
- Work with the Technology Department to help complete necessary tasks associated with employee Onboards/Offboard/Job Changes, including PC imaging/configuration.
- Administration tasks in Active Directory and related systems.
- Work on select projects with other teams within the Technology Department, including IT Infrastructure, Systems Administration, and Governance, Risk, and Compliance.
- Provide support for hockey games, concerts, and events, as scheduled, including nights and weekends.
Characteristics / Qualifications:
- 6-months experience with commonly used PC hardware and Microsoft software
- Proficiency with PC hardware and Windows 10/11 troubleshooting (beneficial)
- Proficiency with MacOS device hardware/OS (a plus)
- Proficiency with Active Directory and Exchange (beneficial)
- Basic understanding of wired/Wi-Fi networks and troubleshooting techniques
- Proficiency with configuration and troubleshooting of iOS or Android devices
o Experience with the following apps is highly beneficial:
- MS Office, O365 and MS Outlook
- Spiceworks
- Microsoft AD Manager
- Duo basic administration
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
