The IT Senior Service Desk Technician ensuresproper computer operation so that associates (end users) can accomplishbusiness tasks and actively resolves escalated end-user help requests usingdiagnostic and tracking tools, including in-person, hands-on help at thedesktop level. Plans, executes, and finalizes IT projects by deadlines andwithin budget. Acquires resources and coordinates the efforts of team membersand third-party contractors or consultants to deliver projects according toplan, defines the projects’ objectives and oversees quality control.

Key responsibilities of this position are:

• Assist in providing Service Desk Technician support. Act as an escalation point for advanced or difficult help requests. Build rapport with service desk customers. Use remote tools and diagnostic utilities to aid in troubleshooting.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process through to final resolution. Test fixes to ensure the problem has been adequately resolved.
• Research solutions through internal and external knowledgebase as needed. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Deploy pre-packaged software using distribution tools and processes. Assist in software releases and rollouts .Install antivirus software and ensure virus definitions are up to date.
• Performpreventative maintenance, including checking and cleaning of servers and mobile devices. Develophelp sheets and FAQ lists for end users.