Description

ORGANIZATIONAL UNIT: Grand Information Technology

SUPERVISOR: CTO/ Assistant Director of IT

SALARY RANGE: $35,000-$55,00

FLSA: Non Exempt

JOB SUMMARY: The Customer Service Technician must install, configure, maintain, and support an efficient computing environment so that end users can successfully accomplish their assigned job duties and business objectives. This includes, but is not limited to, receiving, prioritizing, documenting, and actively resolving end user service requests. Service request resolution will require critical thinking and problem solving skills. The Technician must utilize the designated Help Desk tracking system to document incoming requests and their resolutions. Customer service will be provided in-person, when possible, and remotely, as necessary.

ESSENTIAL FUNCTIONS:

• Address incoming help requests from end users in a timely and courteous manner.
• Perform Tier 2 help desk support related to end user service requests.
• Document all pertinent information and nature of the service request provided by the end user.
• Prioritize and schedule service request resolution.
• Escalate service requests, as needed, to the appropriate IT team member. Contact third-part technical support as needed.
• Record, track, and document the problem solving process, including all successful and unsuccessful actions taken through to final resolution.
• Implement solutions, including installing and upgrading software and hardware, preserving user files and profile settings, and securing systems and applications.
• Test solutions to ensure the service request has been adequately resolved.
• Perform other duties and projects as required by Administration and Management.
• Interact with third-party vendors to complete service requests that involve purchases or extended support needs.
• Record, track, and document inventory and assets chain of custody.
• Perform tasks involving the surplus and disposal of equipment including transfer, recording, tracking, and documenting.
• Follow-up on services requests via email and make scheduled phone calls to end users based on the help desk service level agreement.
• Work towards the goal of increasing the percentage of cases resolved by the service desk annually, and improving other customer service metrics.
• Suggest system and process improvements for the help desk. 
• Assist in developing, presenting, and supporting training for end users in relation to IT security awareness, IT policies, and new hardware and software.
• Actively study to stay abreast of latest technologies, security threats, and new products available.

REQUIRED QUALIFICATIONS:

· High School diploma or equivalent, and six months experience providing end user support or working in a related technology field.

• Knowledge of basic computer hardware and networking
• Experience with various operating systems, including Windows, Mac, Android, and iOS 
• Extensive software and application support experience 
• Working knowledge of a range of diagnostic and troubleshooting utilities
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on building trust relationships
• Customer Service driven - must be positive, personable, yet professional with our end users, and have a sense of urgency to resolve problems in a timely manner.
• Must have the ability to follow specific instructions and processes and ensure attention to detail.
• Ability to work with minimal supervision
• Strong organizations skills
• Strong time management skills
• Ability to be self-motivated
• Additional Desired Qualifications

o CompTIA A

o Any other certifications would be a plus (CompTIA Network , CompTIA Security , Microsoft Certified Solutions Associate (MCSA), etc.)

PHYSICAL REQUIREMENTS: 

• Ability to sit for extended periods performing repetitive work at the computer. Ability to regularly lift and/ or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Some bending, climbing, and stretching. Dexterity of hands and fingers to operate and handle computer components.

WORKING CONDITIONS:

• Office environment– multiple locations.

Note: The above statements are intended to describe the general nature and level of work performed by an employee in this position. These statements are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees in this position.