Description

Purpose

The IT Service Desk Technician provides efficient and effective first-tier support to clients and employees, minimizing downtime and disruptions for end users. The role helps increase operational efficiency by reducing the number of issues escalated to senior technical resources. This position is crucial for building client trust and employee morale through effective issue reporting and resolution.

Responsibilities

The responsibilities for this position include the following:

• Receive, classify, and triage incidents and simple requests from clients and internal users. 
• Troubleshoot and resolve incidents to restore service to end users as quickly as possible. 
• Escalate support requests to more senior resources as needed.
• Perform PC staging and deployment for new employees.
• Manage user access to systems, including adding, changing, and removing access as needed.
• Implement standard low risk, preapproved changes that are requested by end users.

Qualifications

Competencies and Qualities

Qualified candidates must have the following competencies and qualities:

• Able to understand the perspective of the end user in all support interactions
• Able to multi-task and work in a fast-paced, deadline-driven environment
• Makes effective use of time and complete tasks efficiently and on time
• Excellent follow-up skills and initiative to ensure support requests are resolved in a timely manner
• Able to interact with employees and clients at all levels
• Able to adapt and learn quickly when technology or processes change
• Resourceful and creative problem solver
• Attentive to details with strong analytical, numerical, and reasoning abilities 
• Self-starter and self-directed while able to collaborate effectively within a team, as well as follow company policies, processes, and procedures

Education, Experience, and Certifications

• Bachelor's degree in information technology or related field of study, or equivalent experience 
• Service Desk experience or equivalent experience assisting end users with IT usage and troubleshooting
• Intermediate experience with the following:
  • System hardware, software, and operating systems
  • Cloud solutions such as Google Workspace and AWS
  • Active Directory and Group Policy administration
  • Voice technologies and phone systems
  • Asset Management
  • Ticketing system such as Jira Service Management

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Work Environment

Work will be performed primarily in a climate-controlled office space at an HC3 facility, but this position may be approved to work remotely for a portion of the work week. If approved for remote work, employees may work from a home office that is appropriate for focused work without distractions; all remote work must comply with the Remote and Telework Policy.

Travel

This role requires no travel.

Physical Demand

This role will require using a computer for long periods of time while either sitting or standing. May occasionally be required to climb, bend, squat, and lift and/or move up to 40 pounds.  

Position Type and Expected Hours

This is a full-time position with responsibilities that may require night and weekend work in order to perform scheduled maintenance or other tasks as required during non-business hours.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Activities, duties, and responsibilities may change at any time with or without notice.