What are the responsibilities and job description for the Help Desk Support Technician position at Vernovis?
Job Title: Support Desk Technician I
Location: Seville, OH (Onsite)
Who We Are:
Vernovis is a Total Talent Solutions company that specializes in Technology, Cybersecurity, Finance & Accounting functions. At Vernovis, we help these professionals achieve their career goals, matching them with innovative projects and dynamic direct hire opportunities in Ohio and across the Midwest.
Come join us:
Vernovis is looking for a Support Desk Technician that will act as the first line of defense for all incoming technical issues. This person will field and prioritize calls and emails, document and troubleshoot workstation hardware, software, and account-related problems, and drive timely, courteous resolutions for end users. Successful candidates will aim for first-call resolution whenever possible while escalating more complex issues to Tier 2 or Tier 3 support. In addition, they’ll perform routine preventive maintenance, coordinate with third-party vendors when needed, and maintain strong documentation throughout. Success in this role requires exceptional customer service, clear communication, solid analytical and problem-solving skills, and hands-on experience with Windows environments, basic hardware, and Active Directory.
What You'll Do:
- Ensure proper computer operation so that the end users can accomplish business-related tasks. This includes receiving initial calls/emails, and prioritizing, documenting and actively resolving associates IT problems. Makes escalation for incidents when necessary.
- Field/answer incoming requests to the Service Desk via both Telephone and E-mail to ensure courteous, timely and effective resolution to associates issues. (60%)
- Investigate and resolve association workstation hardware and software issues and escalate more advanced issues to either Tier 2 or 3 for resolution (15%)
- Create initial tracking work orders, document corrective action for problem resolution, use workflow tools and practices to achieve first call resolution (10%)
- Place service calls for 2nd/3rd party vendors. (10%)
- Perform preventive maintenance, including checking and cleaning of workstations, printers and peripherals. (5%)
What You'll Have:
- Exceptional Customer service skills
- MS Certification A and or 1-2 years’ related experience with basic computer hardware
- Exceptional written and oral skills
- Experience with Desktop systems and Windows current operating systems
- Strong Documentation skills
- Proven analytical and problem-solving abilities
- Be familiar with Active Directory; resolve associate password related incidents for user environment, and various web-based HR applications.
- Knowledge of basic computer hardware
- Experience with desktop systems, including Windows XP
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Exceptional customer service orientation.