What are the responsibilities and job description for the Service Desk Monitoring Technician position at HTG, Inc.?

Summary/Objective

The Service Desk Technician position encompasses 2 departments, Service Desk and Service Desk Monitoring. The Service Desk Position will act as the first point of contact for inbound technical calls to review, resolve, and escalate a variety of issues as needed for both internal and external partners in the allotted time. The Service Desk Monitoring Technician position will monitor the SDM Assignment group queue, as well as act as assist the SD Team with inbound technical calls to review, resolve, and escalate a variety of issues as needed during business hours. All Employees in this group are required to be cross-trained on both roles.

To succeed in this role, the ideal candidate should have excellent customer service and communication skills, to troubleshoot and resolve issues in an effective, courteous and knowledgeable manner. The individual will be responsible for updating the client’s ServiceNow ticketing system in real time with detailed notes on status of tickets assigned to them. The position will also require the individual to have a flexible schedule, to be available for after-hours/on-call rotation shifts as determined by business needs and/or your supervisor.

Summary/Objective

Essential Functions – Service Desk

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Ability to accurately and immediately update notes and status of all tickets worked on in real time.

· Ability to provide excellent customer service via phone and email, even when dealing with potentially difficult end users

· Possess intermediate writing, proofreading, and editing skills to update tickets

· Ability to read, understand, and follow documentation on technical processes and procedures

· Ability to understand and follow the client’s designated escalation path, and effectively explain escalated issue

· Ability to troubleshoot Computer hardware and software issues, able to isolate problems

· Knowledge of application configuration

· Ability to troubleshoot basic network issues related to hardware and Wi-Fi including but not limited to passwords, connectivity, and ports

· Follow procedures to set up new users

· Reset user passwords in various systems following procedure

· Complete activity logs and provide to manager as requested

· Access, update, and edit technical documentation as assigned

· Responsible for providing data relating to assigned tickets as requested

· Aptitude for quickly learning and utilizing new software and programs as related to assigned duties

· Maintain confidentiality of all client information

· Cultivate positive working relationships with both internal and external stakeholders

· Proficient in all department and company policies, procedures and processes

· Report consistently and on time to work

· Attend all work-related meetings and conference calls

· Perform other work-related duties as assigned

Essential Functions -Service Desk Monitoring

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Complete the following Daily SDM Tasks:

Daytime: Daily Cohesity Checks, Daytime Responsibilities Reminder Task (check for phone messages and check for and remove phone “upfront” messages and Employee Center announcements for resolved issues).

Nighttime: Clear the Incident Intake queue, check for messages on the x8289 and x8934 lines, at shift end: Check for and remove or change to resolved myServices Portal Announcements or "upfront" phone messages as appropriate.

Phone messages

Technicians performing both roles must monitor the phone system for messages frequently (particularly after breaks) to respond to any messages as rapidly as possible.

· Login to the phone system and Live Chat (business hours only) during shift to handle calls from SDM queue or chat from the Virtual Agent. Remain logged in except for meal and breaks.

· Monitor the SDM Assignment Group queue. Respond to incidents appropriately per the Incident priority SLAs and any instructions in the Incident or the SolarWinds or Stonebranch alert. Handle request and change tasks coordinating work and timing as necessary and as requested by submitter.

· Monitor SolarWinds for any failed alerts. All failed alerts need to be escalated to the appropriate team

· Monitor temperatures at the Readiness Clackamas Center (RCC). If temperatures are out of range at the RCC, SDM tech needs to alert Facilities.

· Post new myServices Employee Center Announcements and “upfront” phone messages.

· When not engaged in the above activities, complete SCTASKs assigned to the SDA_Service_Desk_Access or SD_Service_Desk queues

· Triage and resolve or route incidents assigned to SD_Service_Desk queue.

· Escalate questions to senior SDM staff or manager if senior SDM staff are not available.

· Business Hours Only: Monitor the Phone team phone queues and assist when call hold times become excessive. This will require “reskilling” in the phone system to be able to take calls on the other queues and then back again after assisting.

· Document ongoing situations including status and actions taken in the “HTG Day or SDM chats” Teams channel. This will serve as turnover/communication for succeeding shifts.

· Escalate questions to senior SDM staff or manager if senior SDM staff are not available.

· Triage and resolve or route incidents assigned to SD_Service_Desk queue.

· Take ownership of SDM training documentation and keep it up to date