The IT Service Desk Technician’s role is to assist our client’s end users with their IT needs so they can focus on accomplishing their business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give remote help at the desktop level.
Strategy & Planning
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Acquisition & Deployment
Prep new PCs for deployment to clients
Assist in software releases and roll-outs and communication to the end users.
Field incoming requests to the Service Desk via telephone, client portal and e-mail to ensure courteous, timely and effective resolution of end user issues.
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Build rapport and elicit problem details from service desk customers.
Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
Quickly and accurately record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Ensuring that work time is entered and ticket is properly closed.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform remote fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software and ensure virus definitions are up-to-date.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups to help requests.
Develop help sheets and FAQ lists for end users.
Reinforce SLAs to manage end-user expectations.
Formal Education & Certification
Some college or technical training in the field of computer science and/or 4 years equivalent work experience.
Certifications not required but highly desirable.
Knowledge & Experience
Knowledge of basic computer hardware, including PC’s, Thin Clients, Servers, and printers.
Experience with desktop and server operating systems, including Windows 7-8-10, Apple OSX and Windows Server 2008-2016.
Working knowledge of a range of diagnostic utilities, including MalwareBytes, CCleaner, ESET, Various Network & System Performance Tools i.e. Solar Winds, Wireshark.
Experience with ConnectWise PSA and LabTech RMM tools a big plus
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Self-directed and able to effectively manage schedule to achieve business profitability coupled with client satisfaction.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Regular part of the on-call rotation.
Flexible scheduling and overtime is required as needed