Service Desk Technician I

Job Description

Razor Technology is seeking qualified individuals to expand the Service Desk Team in support of our growing customer base and ever-expanding services in our Managed Services and Solutions Line of Business.  Razor is looking for a high-energy Service Desk Technician with a passion for self- betterment, learning, technology and providing technology support services to our customers.

The Service Desk Technician Level 1 will primarily analyze and troubleshoot customer support tickets based on standard operating procedures.  The ideal candidate will have experience working in a Service Desk environment (Managed Services Provider a plus) focusing on Windows environments and VMware virtual infrastructure in private, hybrid and/or public cloud. Duties will include customer support of installation, integration, configuration, of computers and all manner of peripheral devices.

A.    Required Skills

• Bachelor's degree in Information Technology or equivalent demonstrated experience and knowledge.
• 1-3 years' experience working in a Service Desk or equivalent knowledge position
• Excellent interpersonal skills and professional demeanor
• Excellent customer service, verbal, and written communication skills
• Skills and working knowledge of Windows Desktop Operating Systems, Windows Server Operating Systems, Active Directory, Group Policy, TCP/IP, DHCP, DNS
• Strong analytical and problem-solving skills
• Ability to multi-task, prioritize, and manage time effectively
• Strong attention to detail and accuracy in data entry is important

B.     Desired Skills

• Understanding of and exposure to Enterprise Backup Software and Replication Software Administration
• Understanding of and exposure to Enterprise monitoring tools
• Basic knowledge of VMware Virtual Infrastructure: vCenter, ESXi, vCOPs, vSAN, vCM, vSphere replication, SRM
• Basic server hardware knowledge: Dell, HPE, Cisco UCS experience
• Basic knowledge of various storage technologies: (DAS, SAN, NAS), Netapp

C.    Other Requirements

• Ability to continually increases technical knowledge of assigned technologies and domains and demonstrates application of that knowledge. Achieves appropriate certifications and educational advancements
• Ability to communicate moderately complex technical concepts appropriately tailored for the audience from vendors and technical resources to technical and non-technical customers Policies, Process and Procedures:
• Acts in accordance with established guidelines and follows processes and procedures
• Works with peers, subordinates, management, and customers to build and maintain positive, constructive working relationships despite disagreement
• Assists others when needed or necessary to achieve
• Ability to seek guidance to deal with ambiguity, unexpected events, and changing infrastructure requirements
• Juggles multiple assigned tasks and activities simultaneously
• Handles and manages technical stress

D.    Job Responsibilities:

• Receives, responds to and resolves or escalates support requests
• Manages support requests and ticket queues within the Service Desk ticketing system
• Manages end-user expectations throughout the support process
• Fully documents resolutions in the Service Desk Knowledgebase
• Provisions network and system access based on organizational and functional roles, IT department policy and established security practices
• Provisions common Configuration Items, such as computers, mobile devices, printers, phones, etc. in compliance with established Service Desk Standards
• Participates in an on-call after-hours rotation
• Provides on-site support leading up to and during new office go-lives
• Updates Configuration Item, asset management records, to reflect the procurement, assignment, recovery, and retirement of items
• Assist with configuration and implementation of customer projects
• Other duties as assigned