What are the responsibilities and job description for the Service Desk Technician position at Amtex Systems Inc.?
Title: Service Desk Technician
Location: Queens, NY
Duration: Indefinite
Responsibilities include, but not limited to:
• Address Service Desk phone and email requests, generating, resolving, and routing service requests accordingly.
• Perform PC and printer troubleshooting to determine true nature of problem.
• Successfully interpret and capture information for classifying requests.
• Properly route requests requiring additional approval.
• Configure, rollout and ongoing usability of computers, peripheral equipment and software within established standards and guidelines.
• Troubleshoot hardware and software problems utilizing documentation, online assistance, and other staff members when necessary.
• Works with Network Infrastructure and Server Support staff as appropriate to determine and resolve problems received from clients.
• Works with external vendor support services and systems to resolve technical problems with desktop and laptop equipment and software.
• Escalate complex or troublesome issues to Level III technical support or to management for guidance when all Desktop Support resources have been exhausted.
• Take ownership of tickets assigned to ensure proper follow-up and follow through on issues.
• Trains and orients staff on best practice use of hardware and software.
• Recommends and/or performs upgrades and maintenance on systems to ensure longevity.
• Efficiently manage daily work queue.
• Lifting and transporting computer equipment (i.e., desktop, laptops, and printers).
• Assist on special projects.
Skills:
• Experience with Service Desk ticketing software
• Excellent verbal communication skills
• Ability to give extensive phone and able to handle high volume of calls
• Excellent written skills to handle email correspondence
• Well-organized and detail-oriented to handle complex tasks and assignments
• Excellent MS Office skills – Outlook, Word, Excel, and PowerPoint
• Excellent Windows Operating System skills
• Good basic printer management / trouble-shooting skills
• Strong Windows Operating System troubleshooting knowledge (Windows 7)
• Knowledge of Microsoft Office Suite
• Good team player
