What are the responsibilities and job description for the Service Desk Technician position at FREED MAXICK PC?
Job Description
Job Description
We have an immediate opportunity for a Service Desk Technician . This opportunity is based in our Buffalo, NY office and is an onsite position.
About The Job
The Service Desk Technician’s role is to ensure successful operation of user facing technologies. This includes receiving, prioritizing, documenting, and actively resolving end-user service requests and incidents to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give “hands-on” help at the desktop level to a hybrid work force.
- Participate in internal service desk following ITIL framework
- Provide first contact support of incoming requests to the service desk via telephone or service desk software to ensure courteous, timely, and effective resolution of end-user issues
- Collect, responds to, and resolves requests and incidents submitted through the firms Service Desk software system in accordance with pre-determined Service Level Agreements and documented processes
- Routes and escalates requests and incidents to responsible support group ensuring accurate documentation of required information
- Record, track, and document the service desk incident-solving process through to final resolution, including all successful and unsuccessful decisions made and actions taken
- Maintain hardware and software asset inventory within Service Desk configuration management database
- Contribute to and upkeep service desk knowledge bases, including articles, usage guides and FAQs for end users and service desk staff
- Troubleshoot and manage computers, networks, printers, and related hardware and software
- Deploy pre-packaged software using established tools and processes
- Manage and maintain end user devices enrolled in Microsoft Intune
- Maintain confidentiality of the information being processed, stored, or accessed by the end-users on the network
- Assist personnel of other departments in accordance with approved and documented policies and processes, reinforcing SLAs to manage end-user expectations
- Provide updates to stakeholders and requesters throughout the support process
- Ability to communicate technical information to non-technical personnel
What We Are Looking For
What Freed Maxick Offers
We’re committed to ensuring our professionals succeed both personally and professionally. When you join us, you’ll enjoy :
The compensation for this role varies based on experience and falls within the range of $22.00-$24.00 / hour for applicants based in Western New York.
About Us
Join One of the Best Accounting Firms to Work For
Freed Maxick is one of Accounting Today's 2024 Best Accounting Firms to Work For —a prestigious honor that reflects the outstanding culture, innovation, and collaboration our team embodies. This recognition is driven by our employees’ feedback, showcasing our dedication to fostering a workplace where professionals feel empowered, valued, and inspired.
When you join Freed Maxick, you’re not just stepping into a job—you’re entering a thriving, dynamic community of industry leaders committed to excellence and innovation. With decades of experience serving the healthcare and not-for-profit sectors, we combine technical expertise with real-world solutions to deliver transformational results.
If you’re ready to elevate your career, make a meaningful impact, and be part of a team that’s redefining the future of consulting, apply today and discover what makes Freed Maxick the firm professionals want to grow with.
Make Your Next Career Move a Game-Changer
At Freed Maxick, you’ll find the perfect balance of challenge, recognition, and growth. Be part of a team that values innovation, collaboration, and your unique contributions.
Apply today and take your place at one of the industry’s top firms!
Visit Freed Maxick to learn more about us.
Freed Maxick is an Equal Opportunity Employer.
LI-JK1
Salary : $22 - $24
