What are the responsibilities and job description for the Service Desk Technician position at ROM TECHNOLOGIES INC?
Responsibilities:
- Provide continuous support and administration of our Office 365 environment.
- Assist with the administration of Identity and Access management (Okta).
- Assist with the day-to-day IT operations, including monitoring incidents, problems, user request lifecycle, and break/fix issues.
- Execute IT hardware setup for new employees.
- Assist with lifecycle management of IT assets, including PC peripherals.
- Serve as an additional point of contact for our onsite and remote workforce through helpdesk and service desk support.
- Support the enterprise ITSM solution as it relates to asset management, onboarding/offboarding of IT equipment, CMDB, IT process management and deskside support.
- Actively develop and maintain an IT knowledgebase.
- Additional tasks as assigned.
Requirements:
- 2-3 years of hands-on experience with Office 365, Azure Active Directory, SharePoint, OneDrive, Exchange, Slack, and MS-Teams.
- Experience working with ServiceNow.
- Experience with Soft phone systems such as RingCentral.
- Experience with Okta, Active Directory, Group Policy, and other directory services.
- Relevant experience with VOIP, TCP/IP, DNS, DHCP, and VPN’s as well as LAN, firewalls, routers, and printers.
- Ability to create and update user guides, FAQs, and technical documentation.
- Must be flexible and participate in on-call rotation as well as off hours and weekend initiatives.
- Must be a natural problem-solver with sharp critical-thinking skills.
- Excellent interpersonal customer service skills as well as written and verbal communication skills.
- Ability to quickly diagnose and resolve technical issues.
- Ability to learn and implement new technologies.
If this sounds like an exciting opportunity to embark in the next chapter of your career, please respond and include:
- An up-to-date resume
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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for extended periods of time and use hands to operate a computer and other office equipment. The employee is frequently required to reach with hands and arms, talk, and hear. Specific vision abilities required by this job include close vision and the ability to adjust focus.