What are the responsibilities and job description for the Service Desk Technician position at ExcelGens, Inc.?
About the Role
The entry-level Service Desk technician will manage Enterprise tickets across internal and external case management systems. Primary responsibilities include assigning, updating, and escalating customer tickets. They will own the follow-up and engagement of the broader support teams to ensure tickets are being addressed within SLA.
Responsibilities
- Maintain customer tickets within our case management system and update our Customer's case management system.
- Control the process of receiving, assigning, and completing internal tickets.
- Ensure correct notes, categories, and statuses for tickets.
- Ensure ticket resolution checklists are being followed.
- Stay updated on the progress of resolving tickets within SLA.
- Ensure Field technicians follow all company standard operating procedures.
- Support other teams within the organization as needed.
- Process customer replacement parts and/or systems.
- Identify opportunities for improvement.
- Provide ongoing feedback and guidance.
- Own the customer experience and drive initiatives for improvement.
Requirements
- Follow procedures to communicate, report, and escalate incidents to appropriate Shift Leads.
- Learn the client's business and maintain a strong client focus to understand the impact of their work when working on tickets and assigned tasks.
- Fundamental understanding of computer architecture (CPU, power supply, memory, graphics cards, flash memory, etc.).
- Technically curious and eager to expand knowledge within the enterprise computing space.
- Experience working in an IT support environment.
- Analytical, problem-solving, and detail-oriented.
- Strong oral and written communication skills.
- Proactive, positive, deliberate, and focused thinking.
- Contribute to a positive and effective team environment by sharing information with others, contributing to regular team meetings, asking questions, and staying apprised of the status of others' work.
Minimum Qualifications
- Knowledge of computer or server hardware with an understanding of component & system-type failures.
- Associate Degree in IT, Computer Science, or Electronics; Certificate of Completion of Technical School (A , Network , Server , etc.); or equivalent experience.
- 1 years of experience in hardware testing and break-fix.
- 1 years of experience operating in an IT support environment.
- Comfort working with the Microsoft 365 suite of tools.
