Service Desk Technician (Hybrid, Overnight Shift)

Overview
Would you like to be part of a customer focused, high performance, high integrity team of technology professionals? Do you want to launch your IT career and get exposure to a variety of best-in-class infrastructure technologies? At OneNeck IT Solutions we deliver world class IT solutions 365/24/7. We are dynamic individuals who are passionate about technology and providing superior customer service. Our managed services engagements allow our employees to have access to a variety of technologies and environments, while broadening your skillset and preparing you for future growth.
The shift for this overnight Service Desk Technician position is:
Sunday - Tuesday from 6PM - 6AM MST with alternating Wednesday's
-OR-
Thursday - Saturday from 6PM - 6AM MST with alternating Wednesday's
This position will split time between working onsite at the Gilbert, AZ data center facility and working from home.
Responsibilities
The Service Desk Technicianis a pivotal support position within OneNeck's Managed Services organization. Our Service Desk provides a critical interface between the Managed Services organization and OneNeck's customers; this team is the launching point for all customer support communications. Technicians are responsible for receipt, analysis, documentation, escalation, and resolution of customer issues and requests related to services delivered by OneNeck. This team is involved in major incident resolution.
Responsibilities:

• Research, respond, and resolve customer issues within scope of the Tier 1 Service Desk team's responsibilities with the goal of meeting published SLA's and OLA's. Regular assistance may be required from other Service Desk resources
• Issue and incident documentation in Cherwell ticketing tool
• Monitor enterprise systems through monitoring software (Nagios and UIM)
• Handle incoming and outgoing phone calls in a help desk environment
• Grow technical knowledge and skills through regular training while using both OneNeck and online resources

Qualifications
Required Qualifications

• 1+ years IT or customer service experience
• Ability to effectively communicate technical concepts to both technical and non-technical audiences

Other Qualifications

• Knowledge of or familiarity with IT technologies (i.e. Unix/Windows Servers, Database, Data Center and Client/Server Application Support)
• Able to produce a high standard deliverable while under time constraint pressure
• Experience interacting with external customers
• Excellent customer service skills, interpersonal skills, and telephone etiquette
• Friendly personality that enjoys assisting customers
• Good documentation skills and solid written grammar
• Able to accurately follow written technical work instructions
• Able to work in a structured environment
• Strong organization, time management, and prioritizing skills

OneNeck IT Solutions offers multi-cloud solutions, combined with managed services, professional IT services, hardware and local connectivity via top-tier data centers across the country. OneNeck's team of technology professionals deliver secure, modern platforms and applications for organizations embracing data-driven transformation and secure end-to-end solutions.
We offer competitive wages and a strong total rewards package. To learn more about this position or our company, visit oneneck.com.
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