What are the responsibilities and job description for the Service Desk Technician position at Knoxville Technology Council?
Location: Knoxville, Hybrid
Position Summary
The Service Desk Technician serves as the first point of contact for employees seeking technical assistance with hardware, software, and technology-related issues. This role provides timely troubleshooting support, fulfills service requests, maintains accurate documentation, and collaborates with IT teams to ensure effective resolution of technical issues.
The Service Desk Technician works closely with desktop support, systems administration, networking, security, infrastructure, and application support teams to deliver exceptional end-user support and maintain a high level of customer satisfaction.
Key Responsibilities
Position Summary
The Service Desk Technician serves as the first point of contact for employees seeking technical assistance with hardware, software, and technology-related issues. This role provides timely troubleshooting support, fulfills service requests, maintains accurate documentation, and collaborates with IT teams to ensure effective resolution of technical issues.
The Service Desk Technician works closely with desktop support, systems administration, networking, security, infrastructure, and application support teams to deliver exceptional end-user support and maintain a high level of customer satisfaction.
Key Responsibilities
- Provide phone, email, and chat support for technical issues and service requests.
- Manage and prioritize incident and service request tickets.
- Communicate effectively with customers, team members, and leadership regarding issue status and resolution.
- Diagnose and troubleshoot hardware, software, application, and network-related issues.
- Perform remote troubleshooting and support for end users.
- Document issues, resolutions, and support procedures.
- Escalate complex issues to appropriate technical teams when necessary.
- Contribute to knowledge base articles and process improvement initiatives.
- Maintain a customer-focused approach while meeting service level expectations.
- Perform other duties as assigned.
- Strong problem-solving and analytical skills.
- Excellent customer service and communication skills.
- Ability to troubleshoot technical issues using diagnostic tools and logical problem-solving techniques.
- Strong attention to detail and organizational skills.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Experience documenting issues, solutions, and support processes.
- Ability to work collaboratively across technical and non-technical teams.
- Strong verbal and written communication skills.
- Technical Support
- Customer Service and End-User Support
- IT Service Management (ITSM)
- Ticketing Systems
- Knowledge Management
- Hardware and Software Troubleshooting
- Network Troubleshooting
- System Administration
- System Configuration
- Process Improvement
- Accountability
- Active Listening
- Collaboration and Teamwork
- Communication
- Customer Focus
- Problem Solving
- Information Seeking
- Adaptability
- Attention to Detail
- Applying Standard Practices