What are the responsibilities and job description for the Desktop Support Technician- 2958489 position at AMS Staffing, Inc.?
Job Description
Job Description
Job Title : Desktop Support Technician
Location : Lafayette, LA 70501
Salary / Payrate : $55K-$65K annually plus OT and AWESOME benefits!!!
Work Environment : Onsite
Term : Permanent / Fulltime
Work Week : 37.5 hours
Daily Hours : 8 : 30am 5pm
On call : 3-day shift per month
Degree Requirement : preferred
Certification requirement : preferred
Law Firm Experience : preferred
Audio Visual experience : Yes, highly prefer candidates with Crestron experience
Referral Fee : $500.00
JOB DESCRIPTION #LI-RC1
As a vital part of our Information Technology Department and Service Desk team, the primary responsibility of the Service Desk Technician is to deliver exceptional customer service, handling Tier 1 and Tier 2 service requests, incidents, and problems reported by customers. The role involves predominantly answering phone calls, responding to emails, and logging work orders in the Service Desk tracking system, constituting the majority of the job's focus. Operating in a fast-paced and demanding environment, we need a confident and knowledgeable technician who's committed to providing top-notch customer support with a positive demeanor and a desire to learn. Ideal candidates will showcase self-initiative and motivation.
Responsibilities
- Use technical knowledge and trouble-shooting skills to assist end users with resolving problems, service requests, and incidents reported to the Service Desk by email, telephone, or in person.
- Perform remote analysis, diagnosis, and resolution of complex computer and software related issues.
- Perform follow-ups and ensure satisfactory resolutions for reported issues, crucial for customer satisfaction.
- Provide outstanding customer service to our business and customers.
- Perform necessary technical setup for meetings in conference room environment.
- Ensure all Service Desk requests, incidents, and problems are entered into ticket tracking system with accurate, detailed information.
- Escalate requests, incidents, and problems to appropriate team members, subject matter experts and supervisors as needed.
- Maintain a professional appearance, ensuring clothing, grooming, and presentation align with the companys standards. Personal workspaces should be kept organized, and a strong work ethic and positive attitude are essential.
- Follow firm and industry standard processes and procedures that utilize the framework of industry best practices (ITIL v4, HDI) to meet the needs of the firm.
- Provide root cause analysis for incidents reported to the Service Desk
- Provide support for firm software, laptop hardware, peripherals, desktop hardware, and handheld devices (iPhone, iPad, MaaS360 Mobile Device Management)
- Work a rotating after-hours support schedule. There will be some opportunities for work from home during this time
Requirements
Desirable
Salary : $55,000 - $65,000
