Service Desk Technician

Summary/Objective   

The Service Desk Technician position will act as the first point of contact for inbound technical calls to review, resolve, and escalate a variety of issues as needed for both internal and external partners in the allotted time. To succeed in this role, the ideal candidate should have excellent customer service and communication skills, to troubleshoot and resolve issues in an effective, courteous and knowledgeable manner. The individual will be responsible for updating the ticketing system in real time with detailed notes on status of tickets assigned to them. The position will also require the individual to have a flexible schedule, to be available for after-hours/on-call rotation shifts as determined by business needs and/or your supervisor.   

Essential Functions  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Ability to accurately and immediately update notes and status of all tickets worked on in real time. 
• Ability to provide excellent customer service via phone and email, even when dealing with potentially difficult end users 
• Possess intermediate writing, proofreading, and editing skills to update tickets 

• Ability to read, understand, and follow documentation on technical processes and procedures  
• Ability to understand and follow the client escalation path, and effectively explain escalated issue  
• Ability to troubleshoot Computer hardware and software issues, able to isolate problems 
• Ability to troubleshoot printers and scanners, both network and direct 
• Knowledge of application configuration 

• Ability to troubleshoot basic network issues related to hardware and Wi-Fi including but not limited to passwords, connectivity, and ports 
• Follow client procedures to set up new users 
• Reset user passwords in various systems following client procedure 
• Completed detailed activity log form and provide to manager daily, or as requested 
• Access, update, and edit technical documentation as assigned  

• Responsible for providing data relating to assigned tickets as requested 
• Aptitude for quickly learning and utilizing new software and programs as related to assigned duties 
• Maintain confidentiality of all client information 
• Cultivate positive working relationships with both internal and external stakeholders 
• Proficient in all department and company policies, procedures and processes 

• Report consistently and on time to work 
• Attend all work-related meetings and conference calls 
• Perform other work-related duties as assigned  

Competencies  

• Excellent attention to detail 
• Excellent written and verbal communication skills 
• Exceptional phone etiquette and customer service skills 
• Organized 
• Ability to effectively manage time to meet deadlines and quotas 

• Effective Problem Solving/Analysis, often under pressure 
• Ability to multi-task and manage competing priorities 
• Technical Capacity 
• Strong decision-making skills 
• Ability to communicate and cooperate with both internal and external stakeholders 

• Ability to work in a team and take direction well  

Work Environment  
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, headsets and photocopiers.  

Physical Demands  
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to read, write, talk and hear.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.    

Position Type/Expected Hours of Work  
This is a full-time position, and hours of work and days are Monday through Friday, 6 a.m. to 6 p.m. Your work schedule will be determined with your manager as client coverage dictates and may be subject to change. Occasional evening and weekend work will be required as job duties demand.  

Required Education and Experience.  

• COMPTIA A Certification or equivalent experience 

• Ability to work flexible shifts and after hours as job demands 
• 1year customer service experience, preferably in an IT capacity.  

Preferred Education and Experience  

• COMPTIA Network or equivalent experience 
• Previous IT help desk or service desk experience strongly preferred