What are the responsibilities and job description for the IT Service Desk Support Staff I position at Terracon?
General Responsibilities
Provides proactive, high level of customer service to Terracon employees on a variety of technical and support issues including or involving the following but not limited to: company-provided computer systems, operating systems, LAN/WAN, printers and application software. Respond to employee inquiries, runs diagnostic programs, installs hardware and software, isolates problems and determines/implements a solution.
Essential Roles And Responsibilities
Provides proactive, high level of customer service to Terracon employees on a variety of technical and support issues including or involving the following but not limited to: company-provided computer systems, operating systems, LAN/WAN, printers and application software. Respond to employee inquiries, runs diagnostic programs, installs hardware and software, isolates problems and determines/implements a solution.
Essential Roles And Responsibilities
- Respond proactively to telephone calls, emails, and chat sent to the IT Service Desk system as the first level of assistance.
- Open and/or close work orders (via IT Service Desk software) on each call received.
- Escalate problems and requests as necessary to ensure positive resolution.
- Conduct research on relatively simple issues and escalates issues that cannot be resolved in 20 minutes to either a more senior IT Service Desk level or tier 2 support.
- Create, modify and/or delete user accounts per Terracon policy and update appropriate documentation (e.g. account termination spreadsheet).
- Guide end users through troubleshooting procedures to restore technical service
- Re-image workstations and laptops (using current image software) when required.
- Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests
- Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept.
- Participate in company technology projects as needed.
- Maintain an accurate, timely record of hours spent on Work Orders and projects in time and accounting systems.
- Follow safety rules, guidelines, and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management.
- Be responsible for maintaining quality standards on all projects.
- High school diploma or equivalent.
- Up to 1-year help desk related experience.
- Associate’s degree in Information Systems or related field preferred.
- Experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware.
- Experience with Microsoft Office 365 of products at the level used in the corporation.
- Experience with Microsoft Teams.
- Experience with Microsoft Exchange.
- Knowledge of Client PC connectivity, e.g., Ethernet, TCP/IP, LAN/WAN, and VPN
- Knowledge and understanding of Active Directory at the level used in the corporation.
- Knowledge and understanding of mobile devices, e.g., iOS, Android phones, and tablets.
- A valid driver’s license with acceptable violation history may be required.
- A certification