Service Desk Technician

Job Title: Service Desk technician

Location: Matawan NJ – Onsite

Duration: Full-Time

Job Description:

Responsible for the timely execution, monitoring, and verification of technology-based tasks which support the overall operations of its member stores. Responsible for phone support. Must be both technically and customer service oriented. Ability to handle multiple calls and situations. Able to work varying shifts including evenings and weekends.

Job Description:

• Proficient in the timely and professional handling of incoming calls to a busy service desk

• Target 85% resolution at the Service Desk for inbound incidents and request

• Proficient tracking of all calls via service desk software (Service Now); ticket assignment and escalation as required.

• Perform daily follow-up on open calls that do not show activity to ensure satisfactory closure of the issue.

• Responsible for initial user account creation, permissions, and directory updates in a multiplatform environment.

• Evaluating and prioritizing incoming telephone, voicemail, and email requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related issues. Ask concise and accurate questions to identify issues and provide solutions.

• Answer application questions with short training and/or –how-to documents.

• Delegate support tasks when appropriate to third-party vendors

• Escalate problems to the engineering support group (when appropriate) to obtain timely resolution.

• Monitor trouble ticket portals of third-party vendors to ensure proactive resolution to issues.

• Participate in departmental projects and programs (which include rollouts, upgrades, and modifications).

• Maintain procedures manual to ensure continuity of task execution amongst current or future staff.

• Deliver administrative services to the IT department.

• Assist in Desktop top support functions.

• Participate in after-hour on-call rotation.

Qualifications:

o EDUCATION

• Associate degree in Management Information Systems (MIS), Computer Science related field or minimum 2 years experience.

o SKILLS & EXPERIENCE

• Certifications a plus, not required ITIL, Microsoft certification, Cisco/Network Certification

• Ability to present ideas in business-friendly and user-friendly language.

• Highly self-motivated and directed, with keen attention to detail.

• Able to prioritize and execute tasks in a high-pressure environment.

• Experience working in a team-oriented, collaborative environment.

• Experience in supermarket operations a plus.

A reasonable, good faith estimate of the minimum and maximum for this position is $55K/year to $60K/year with benefits