Service Desk Technician

Interfaces directly with end-users to provide identification, prioritization, and resolution of hardware, software, network and application problems following well-defined guidelines and procedures

The list of essential functions, as outlined herein, is intended to be representative of the duties and responsibilities performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

Fields support calls, IT Service Requests, email, and/or other communication to provide proficient customer support for all hardware, software, and computer systems and determines the appropriate escalation path for complex or specialty support issues
• Ensures the application of information technology policies, principles, and practices in the delivery of customer support services and reinforces Service level agreements to manage end-user expectations
• Provides identification, prioritization, documentation, and resolution of problems using service management system, monitor alerts and notifications, and respond accordingly through service tickets
• Meets metrics including Service Level Agreements, utilization statistics, call statistics, customer service statistics
• Performs problem resolution on IT service requests, which may involve the use of diagnostics tools, as well as require in-person, hands-on help at the desktop level
• Performs on-call responsibilities and after-hours duties, as necessary.

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND/OR EXPERIENCE:

Associates degree in Information Systems, Business, or related field from an accredited college or university; supplemented by two (2) or more years of related technical customer service, or an equivalent combination of education, certification, training, and/or experience.

CERTIFICATES, LICENSES, REGISTRATIONS AND DESIGNATIONS:

None

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Strong phone skills including managing calls in a professional and pleasant manner, quickly finding solutions to inquiries while providing exceptional service
• Knowledge of basic computer hardware, including printers, smartphones, and various peripherals
• Knowledge in Windows operating systems, terminal services, print servers and remote-control software
• Ability to clearly communicate with end users and technicians and present ideas in user-friendly language
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
• Ability to apply technical PC skills for testing, troubleshooting, call logging, software installation and computer repair
• Skill in Microsoft Office applications
• Ability to travel 20% of the time, as needed.

PHYSICAL REQUIREMENTS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds).

ENVIRONMENTAL REQUIREMENTS:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job.

Functions are regularly performed inside without potential for exposure to adverse conditions, such as inclement weather, atmospheric elements and pathogenic substances.