IT SERVICE DESK TECHNICIAN

Our mission is to help people exceed their goals through transformational employee experience - and we practice what we preach. We believe that when you have a healthy culture, you move from a company to a team - and teamwork is one of our core values. In every department throughout the organization, our people go above and beyond to support each other because when one person wins, we all win. As part of the isolved team, you will be equipped with the tools and resources needed to help you excel in your career - including professional development opportunities, amazing benefits and a welcoming workplace where you will experience a true sense of belonging.

IT Service Desk Technician

The IT Service Desk Technician is a tech-savvy individual with a focus on outstanding servicing and establishing trusted support responsible for providing technical assistance with computer systems, hardware, software products and desktop collaboration tools. As a Service Desk Technician, you are responsible for responding to email, chat, phone or in-person queries that provide technical support to company employees using our standard desktop configuration, phone systems, software products and other tools deployed across the enterprise.

To be a successful Service Desk Technician, you will need to be well-versed in all aspects of computer systems configuration, set-up, maintenance and customer service. You will need to demonstrate excellent interpersonal and communication skills, problem solving, sound judgement, initiative and ability to work collaboratively with minimal supervision. This position will provide tiered levels of servicing and support and evolve the adoption of industry best practices for IT service management.

The Service Desk Technician is a versatile and highly motivated individual who ensures the end user productivity and employee satisfaction with IT servicing and support.

Principle Responsibilities:

• Offering technical assistance on the delivery, configuration, set-up and maintenance with desktop equipment, software products and other hardware peripherals.
• Troubleshooting issues with hardware, software and devices.
• Liaise with vendors to handle day-to-day system maintenance and troubleshooting.
• Provide end user support for corporate as well as remote employees.
• Participate in process improvements and servicing best practices like ITIL
• Install and troubleshoot software issues with common enterprise products & tools
• Create or modify user accounts in all necessary systems.
• Monitor, resolve or escalate service-desk tickets within service-level driven environment
• Aid in the creation and maintenance of service desk policies and procedures.
• Provide training and education to employees on use of tools, products and technologies
• Track and manage asset inventory.
• Create and maintain technical documentation and run reports.
• Analyzing common complaints and suggesting process, configuration or tool improvements
• Other duties as assigned.

Essential Requirements:

• Minimum of 1 to 3 years of related experience
• Strong interpersonal skills and a demonstrated ability to work effectively both independently as well as in a team environment.
• Detailed oriented, well organized and able to assume responsibility for specific project deliverables with limited supervision.
• Planning, organization and management of the work.
• Deliver results in a fast-paced, deadline-driven environment that requires ability to handle multiple tasks simultaneously.
• Excellent customer skills and service mentality.
• Precision, reliability and flexibility.
• Excellent people and communication skills.
• Proven ability to learn and apply new, emerging technologies.

Location: Charlotte, NC

Duration: This is a full time, permanent position.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

isolved provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. The company takes affirmative action to ensure that applicants and employees are treated during the application process and post hiring employment without regard to any of these characteristics. Discrimination of any type is not tolerated