IT Service Desk Technician

Description

Job Summary

The IT Service Desk Technician is a technical operations role, where you will be providing basic end-user and workstation support, including related software and peripherals. An IT Service Desk Technician relies on their ethics and judgment in upholding service level agreements (SLAs), as well as following pre-established procedures and instructions, to identify, research, and resolve technical problems reported via service request.

Qualifications And Key Skills

• 2 years of experience supporting workstations and computer peripherals in an IT environment or recently completed 4-year degree in an IT related college/university program required.
• Ability to show aptitude in identifying, troubleshooting, and resolving technical problems, using critical thinking and analytical skills under supervision.
• Basic documentation and note taking skills, with the ability to articulate knowledge to non-technical staff in both written and verbal communications.
• Educational understanding of IT workstation maintenance processes and procedures preferred.
• Experience in the use of Microsoft Windows 11, Office 365 and MacOS preferred.
• Other duties as assigned by management.
  
  

Responsibilities

• Coordinate, triage, prioritize, escalate, and execute resolution of support requests daily in an organized, efficient and expedited fashion.
• Provide ownership and regular updates on service requests to end-users, until the request has been resolved.
• Create and update knowledgebase documentation and standard operating procedures written in a manner to be understood by non-technical staff.
• Work with a team in a service desk environment, including assisting in the hands-on provisioning of workstations (Mac/Windows) and peripherals.
• Participate in regular auditing of end-user hardware inventory.
  
  

Personal Qualities

• Self-motivated, capable of working with limited supervision, proactively reporting on status and tasks to team and department leadership.
• Ability to accurately prioritize work items, make sound judgments, and provide excellent customer service.
• Ability to operate in a rapidly changing environment with urgency, ownership and accountability.
• Strong interpersonal, verbal, and written communication skills.
  
  

Working Conditions

• Responsibilities may require working evenings and weekends, sometimes with little advanced notice.
• No regular travel is required.
  
  

Physical/Mental Requirements For The Job

• Prolonged periods of sedentary movement
• May be requested to work overtime and weekends if deemed necessary
• Must be able to lift at least 20 pounds
• Certain management positions might be required to occasional travel
  
  

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job- related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.