What are the responsibilities and job description for the Service Desk Support Technician position at CSS Tec?
Job Details
Service Desk Support Technician opportunity!
Overview:
Our client, a non-profit organization located in Malvern PA specializing in risk management and insurance education is seeking an experience Service Desk Support Technician.
This is a contract to hire position and is fully ONSITE in Malvern, PA 5 days per week.
Job Summary:
The Service Desk Support Technician works with employees and customers across multiple business areas to answer questions and resolve issues with software and hardware in alignment with the Information Technology team s objective to provide exemplary customer support to the enterprise. The Service Desk Support Technician is responsible for triaging requests and maintaining an open line of communication with the employees regarding ticket status. The Service Desk Technician will support on campus and remote employees.
Essential Responsibilities
- Perform first and second level support/troubleshooting for all issues received via phone, email, and the Service Desk portal. Support includes, but is not limited to, updating active directory accounts, adding printers, resetting passwords, hardware and software troubleshooting, and escalation to vendors when required.
- Actively manage Service Desk ticket queue using department predefined strategy, by ensuring all tickets are properly categorized, prioritized, updated, and resolved in a timely manner. Follow up with stakeholders on a daily basis with all open issues until resolved. Notify requesters and escalate when necessary.
- Create accounts and troubleshoot issues with Active Directory, Exchange, VPN, and Office 365 applications.
- Manage internal Service Desk documentation, outlining steps and solutions used to troubleshoot common problems.
- Publish and maintain a library of self-help solutions to common problems for end users.
- Explain problem resolutions to employees and customers.
- Maintain and administer VoIP phone system.
- Building and imaging new laptops with SCCM and setting up work environments.
- Manage and maintain hardware equipment inventory records. Undertake and assist with all IT equipment moves.
- Assist with the coordination and set up of all conference room booking request that require AV support.
- Be able to support multiple business locations, either remotely or in person as needed.
- Assist with hardware/software projects for the IT team.
- Performs other duties as assigned.
Required Competencies
- Technical knowledge
- Problem solving and critical thinking skills
- Ability to work in a team environment or independently as needed
- Flexibility with prioritization and scheduling
- Effective time management
- Good oral and written communication skills
- Excellent customer service skills
- Recordkeeping and records management skills
Education and Experience
- Minimum of 3-5 years of IT experience and/or equivalent education (Bachelor s degree, and/or IT certifications)
- Intermediate knowledge of Office 365, Windows 10/11, Active Directory, Exchange
- Application management with software as a service
- Disk encryption and VPN software
- SCCM/MECM experience a plus
- MacBook experience a plus
