IT Service Desk Technician

The IT Service Desk Technician I on our Service Desk team reports directly to the Service Desk Manager providing support to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level. The IT Service Desk Technician I resolves common operating problems working under close personal supervision and is provided detailed written or oral guidance as documented in KBAs or standard documentation provided by TSS both before and during assignments. As instructed, this worker may serve as an assistant operator working under close supervision or performing a portion of a more senior operator s work.

Responsibilities

• Provide coaching and education to users on self-help tools that may be applicable to the user s problem.
• Provide consistent user experience regardless of channel used.
• Communicate with the user to set a date for when the work shall be completed and complete the work by or before the scheduled date. If changes to the anticipated completion time occur (e.g., other higher priorities arise, the user is out of the office on business travel, short-term disability, etc.), communicate with the user and establish a new date.
• Always maintains a professional and courteous demeanor providing timely, respectful, and thorough customer service. Provide continuous communication with the most appropriate method to team members and clients.
• Check systems availability and connectivity via monitoring tools.
• Ensure issues are expedited based on priority.
• Reports issues that are not in the KBA s, documents solutions, and drafts new KBA s for approval.
• Resolves undocumented issues under direction of, and with the assistance of, mentor and senior representatives.
• Perform return-to-service (RTS) activities of incidents and service request fulfillment.
• Monitor self-submit queues, perform support for user submitted incidents, and service requests.
• Log contacts in ServiceNow, opens incident tickets to capture the symptoms of the issue, and records error messages and activity logs into incident ticket.
• Management of user incidents and service requests from phone calls, emails, voicemails, chats, or self-submit tickets.
• Incident and service request logging, routing, and reporting in ServiceNow based upon defined policies/procedures.
• Acts as single point of contact (SPOC) for all technical customer interactions with TSS.
• Accesses Workplace Support Group to engage subject matter experts on resolving complex issues and utilize updated process and procedures.
• Gather triage information from the user to fully understand and troubleshoot issues.
• Utilizes standardized written procedures, scripts, and knowledgebase articles to resolve common issues.
• Takes and records appropriate actions to verify and validate incident resolution.
• Tickets and resolutions are reviewed by mentor and/or technical lead daily and weekly, as needed.

Required Qualifications

• Basic troubleshooting and problem-solving skills.
• Excellent customer services skills.
• Experience in a help desk or call center role is preferred.
• Experience with Microsoft Windows operating systems and products.
• High School Diploma or equivalent and 1 year of customer service experience is required.
• Knowledge and ability to utilize computers and related technology efficiently.

Preferred Qualifications

• Experience supporting Macintosh hardware and software (desired)

Essential Functions

Physical, mental and emotional stamina to perform the duties and responsibilities of the position; manual dexterity sufficient to write, use telephone, business machines (including computers and printers); vision sufficient to read printed and online materials including knowledge base articles (KBA s), work reference materials, troubleshooting guides; hearing sufficient to conduct in person and telephone conversations; speaking ability in an understandable voice with sufficient volume to be heard in normal conversational distance, on the telephone; physical stamina sufficient to sit for prolonged periods of time; physical tolerance to be exposed to air conditioned space; emotional ability to work respectfully and professionally with team mates and customers in a fast paced and at times stressful situations; mental acuity to collect and interpret data, define and solve common problems. Requires consistent and regular attendance.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.