Job Summary: The IT Service Desk Technician position is an important and visible role which reflects the support the IT Department provides to the Doggett user community. The Service Desk operates with a central phone number and central email address, working as a team to address a wide range of incidents and service requests. The Service Desk technicians are the first line of defense for the IT Department, providing first call resolution as frequently as possible and engaging Level 2 and Level 3 support teams when required.

Essential Functions

• Strong customer service orientation and working knowledge of customer service best practices
• Excellent listening and interpersonal skills
• Good written and oral communication skills
• Strong troubleshooting methodology
• Ability to effectively prioritize and execute tasks in a high-pressure environment based on business need and managerial directives
• Excellent understanding of the organization’s goals and objectives
• Working knowledge of computer hardware (desktops, laptops, peripherals, etc.)
• Working knowledge of current Microsoft operating systems used by Doggett
• Working knowledge of current Microsoft Office products/Office 365
• Basic WAN/LAN knowledge.
• Basic telecommunications knowledge.
• Basic understanding of TCP/IP protocol suite.
• Understand the process of procurement, provisioning and support of mobile devices
• Must be available to work any shifts specified between coverage hours 7am-6pm CST
• Provide all levels of helpdesk support which ranges from “how to” assistance to incident resolution.
• Maintain, update and resolve incidents and requests through the Service Desk ticketing system
• Support the design, installation, maintenance and administration of all internal computer systems.
• Assist with basic configuration, monitoring, maintenance and analysis of end-user computer equipment and network peripherals, including personal computers, printers, cell phones, etc.
• Troubleshoot complex issues which involve multiple and departments, both technical and non-technical.
• Work on multiple projects/tasks simultaneously while supporting the day-to-day retail and corporate office operations.
• Stay current with system information, changes and updates.
• Create and update documentation for both internal IT and end user usage.
• Oversee and sometimes execute the installation of data and phone cabling infrastructure for moves, additions and changes.
• Provide end-to-end support for remote users which will require general knowledge of VPN connections and internal remote support tools
• Assist Infrastructure and Telecom analysts with networking/WAN tasks and developing permanent solutions.
• Adhere to Doggett policies, procedures and processes.
• Work to a specifically defined set of targets and objectives.
• Promote and possibly recommend new business solutions to Doggett.
• Perform all other duties as assigned by management in a professional and efficient manner

Qualifications

• High School or GED required; Bachelors in Computer Science or related field preferred
• Minimum 3 years of Information Technology experience preferred

Travel Requirements

• Little to no travel required.

Physical Requirements

• Ability to lift up to 25 pounds

Environmental Conditions: This position will work in an air-conditioned office, but may be required to conduct business outdoors with customers as needed

The IT Service Desk Technician must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately, and without causing significant safety threat to self or others. The statements made herein are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive and inclusive list of all responsibilities, duties, and/or skills required of personnel so classified.

Doggett is an Equal Employment Opportunity Employer