What are the responsibilities and job description for the Service Desk Technician position at ECS Federal, LLC?
ECS is seeking a Service Desk Technician to work in our Albuquerque, NM office.
The responsibility of a Help Desk Specialist is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, the Specialist will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. The technician will be capable & effective in promoting internal education.
- Resolve basic issues remotely that have been reported by the customer. Upon completing additional training, you will move to resolve more complex issues.
- Provide comprehensive Phone & Chat Support for the efficient resolution of incidents & requests of end-users.
- Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions
- Upon completing additional training, assist in various scopes of the Service Desk as needed by the business. Resolve more complex hardware & software problems utilizing this additional training & expertise.
- Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms.
- Efficiently & accurately identify the customer's specific information.
- Appropriately document all required information into the ticketing system & the knowledgebase.
- Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.
- Meet required productivity expectations, including Service Center metrics.
- Route & Dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.
- Maintain & contribute to the in-house knowledgebase; Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current.
- Possess the capacity to work independently & effectively while maintaining positive productivity levels.
- Maintain a positive relationship with fellow peers, cross functional teams & leadership.
- Participate in After-Hours Support rotations, as needed (on call).
- Other duties assigned as necessary.
. Strong understanding of basic IT concepts and terminology (e.g., operating systems, hardware, networking, software applications).
. Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in simple terms.
. Active listening skills and the ability to build rapport with users from diverse backgrounds.
. Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.
. Proficiency in computer applications, including ticketing systems, email, and web browsing tools.
. Demonstrated ability to thrive in a fast-paced environment while maintaining a positive and collaborative attitude.
. Passion for continuous learning and growth, both individually and as part of a team.
. Commitment to fostering a supportive and inclusive work environment where everyone can excel
. Must be a US Citizen
Req Benefits:
