What are the responsibilities and job description for the IT Service Desk Technician position at Celito Communications?
| Job Title: | Service Desk Technician |
| Department: | Service Desk |
| Reports To: | Service Desk Manager |
| FLSA Status: | Non-Exempt |
Company: Our purpose at celito is to empower the best people to solve complex technology problems thus driving the success of our clients. Our values are:
- Great People - caring employees who deliver for our clients every day
- Seek the Initiative - having the courage to challenge the norm and act decisively
- Inspire Everyone - working hard in our community for the greater good of all
- Passion for the Problem - in a rapidly changing industry, believing every problem has a solution
- Always Accountable - Acting with integrity and taking ownership of the outcome
Position Summary: This is an on-site position in our Raleigh office, though remote work one to two days per week may be permitted. Service Desk Technicians are key members of the celito team as they provide front-line technical support to our clients. They must maintain the highest level of client satisfaction and response times. Benefits include health insurance, disability, life insurance, 401K matching and more.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily.
- Working within our ticketing system to create, update, escalate, and close cases from clients.
- Accurately reporting time and activity spent on cases through our ticketing system.
- Working with clients to resolve computer, server, application, voice and network issues primarily over the phone.
- Working with Systems Administrators, Network Engineers, and Voice Engineers to resolve escalated client issues.
- Working with third party vendors to resolve internal or client issues.
- Referencing, updating, or creating documentation in our knowledge base.
- Monitoring, resolving, or responding to system alerts from various platforms.
- Working with team members to install computer or network hardware such as PCs, laptops, printers, scanners, backup appliances, servers, switches, and access points.
- Perform other duties as assigned.
Competencies: To perform the job successfully, an individual should demonstrate the following.
- Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
- Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
- Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
- Client Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
- Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
- Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
- Excellent customer service skills with a client-focused mindset.
- Ability to manage diverse workload with ever-changing priorities in a fast-paced environment.
- Strong working knowledge of Windows desktop operating systems as used in small business environments.
- Working knowledge of Windows Server operating systems as used in small business environments.
- Strong working knowledge of PC and laptop hardware.
- Basic understanding of small business networking technologies including routing, switching, and wireless networking.
- Basic understanding of Internet, e-mail and related technologies, and DNS concepts.
- Basic understanding of Voice over Internet Protocol (VoIP) services.
- Exceptional communication skills, both written and verbal, allow you to interact effectively with clients, co-workers, and business contacts in a courteous and professional manner.
- Define problems, collect data, establish facts and draw valid conclusions.
- Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.
- Clean background check and driving record.
Education/Experience: Associate or Bachelor’s degree preferred and/or 3-5 years of equivalent work experience.
Certificates and Licenses: None required though relevant information technology industry certifications are preferred.
Work Environment and Physical Demands: The work environment characteristics and physical demands described are representative of those an employee encounters while performing the essential functions of this job. While performing the duties, the employee is regularly required to sit. The employee is frequently required to use hands to finger, handle, or feel and talk and hear. The employee must be able to lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
