Address
Form of workOverview
This position reports directly the Vice President of Information Technology and primarily responsible for all level 1 technical assistance and support related to computer systems, hardware, and software. The Service Desk Technician responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.
Specific Accountabilities
This position reports directly the Vice President of Information Technology and primarily responsible for all level 1 technical assistance and support related to computer systems, hardware, and software. The Service Desk Technician responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.
Specific Accountabilities
- Available 24/7 for Emergencies and AOG Support
- Ticket Triage - monitor inbound tickets and categorize as Incident or SR, assign a ticket type, and edit the ticket notes clearing up any vagueness.
- Work to resolve incoming Tier 1 Incidents in a timely manner, according to defined IT policy, and as efficiently as possible. Ensure proper escalation occurs when necessary.
- Work to complete any assigned IT Projects and Service Requests in a timely manner and by agreed upon due dates
- Help to maintain IT Data Security by assisting employees with basic software security related questions, reporting suspicious activity or possible issues. Ensure only authorized software is installed on PCs and that employees are following our security policies.
- Help to Maintain Overall Confidentiality, Integrity and Availability of IT Systems.
- Keep IT supplies organized and maintain inventor levels of basic supplies, toner, peripherals, and cables.
- Maintain IT Assets documentation. Ensure new computers are inputted and all changes are documented, such as when an employee switches PCs.
- New Employee setup and configuration. Also, prepare hardware by pushing windows updates, dell drivers, software updates and printer setups.
- Decommissioning PCs as needed
- Provide basic software training to employees as needed so employees could perform their jobs.
- Provide onboard training to new employees
- Recognize and create Problem tickets for reoccurring issues
- Setup new computers, printers, scanners, and other hardware as needed and according to defined policy. Maintain and replace hardware as required.
