Service Desk Technician

Job Purpose

Service Desk Technicians are responsible for providing IT service excellence for our internal customers as well as management of site computing equipment, including but not limited to laptops, desktops, thin clients, printers, mobile devices, enterprise software and computer interfaces to equipment as applicable. This position interfaces directly with internal customers and various departments, troubleshooting client issues to resolution. Other areas of responsibility include break/fix, software/hardware upgrades, client support and training.

Key Functions

• Develop and maintain an effective desktop computing environment for all internal customers.
• Demonstrate a high level of customer service, providing support by telephone, in person interactions, or remote access ensuring internal customer satisfaction.
• Serve as a primary contact for desktop computer, telephone, mobile devices and Enterprise software incidents and requests.
• Address and monitor Service Desk incidents and requests through to successful completion.
• Provide timely, comprehensive support to internal customers; achieve resolution to outstanding incidents or requests.
• Manage Desktop Support, troubleshooting hardware and software problems, identifying root cause, and recommending appropriate solutions.
• Serve as escalation point for broad technology issues and redirect to appropriate teams as necessary.
• Install and actively support PC hardware, software, and operating systems (LAN environments also).
• Manage hardware and software inventory and licensing for desktops, laptops, software, and peripherals.
• Ensure effective lifecycle management of computing devices, equipment, and related software inventory tracking.
• Support and deliver EOL hardware current processes and practices.
• Assist with onboarding of new employee computer hardware.
• Install, test and configure new workstations, printers, peripheral equipment and software.
• Ensure consistent loading of software packages, operating systems and specialized packages through established processes.
• Coordinate efforts with third parties and vendors to resolve incidents as they arise.
• Compile timely, comprehensive, and accurate documentation and or reports as requested.
• Maintain up-to-date knowledge of technological developments in the industry.
• Possess a basic understanding of cellular device troubleshooting including cell phones, smartphones, tablets, and MiFi devices.
• Hold an in-depth knowledge of desktop computing and telephony communication protocols and hardware and be able to successfully resolve complex incidents and requests.
• Have a basic understanding of the Virtual Desktop environment and able to support the attached workstations with system access issues.
• Read and comprehend technical literature.
• Possess strong, comprehensive technical and computer skills.
• Use and work with Microsoft products successfully.
• Be ready, willing, and able to travel.
• Communicate effectively and professionally in all forms of communication with internal and external customers.
• Adhere to Midco privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance as required by your position.
• Ensure compliance with all security and operational policies and procedures.
  
  

Additional Functions And Responsibilities

• Function as an effective team member while supporting the efforts and strategies, initiatives and projects of other departments.
• Support the mission, vision, and values of Midco.
• Apply personal ethics, honesty, initiative, flexibility, responsibility, and confidentiality in all areas of responsibility.
• Possess an enthusiastic, energetic, self-motivated, and detail-oriented approach towards work and all work projects.
• Possess strong problem-solving, critical-thinking and decision-making skills while using good judgment.
• Multi-task without loss of efficiency or composure.
• Maintain a positive work atmosphere by acting and communicating in a manner that develops positive relationships with team members, customer and leadership.
• Adhere to and actively follow Midco policies and procedures.
• Perform other duties as assigned.
  
  

Experience And Education

• Bachelor’s Degree or equivalent required.
• Working knowledge of desktop computing hardware and software and voice/data wiring standards.
• Minimum of one to two year of experience preferred.
• Experience with OS imaging or cloning technologies preferred.
  
  

Work Environment And Physical Demands

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee must occasionally lift and/or carry loads of up to 84 lbs.
• The noise level in the work environment is moderate.
• Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.