What are the responsibilities and job description for the Service desk technician position at Innovee Consulting LLC?
Title:Service Desk Technician
Duration:Long term
Location:Long island City, NY
Duties
Address Service Desk phone and email requests, generating, resolving, and routing service requests accordingly.
Bachelor’s degree in computer science or equivalent work experience
Duration:Long term
Location:Long island City, NY
Duties
Address Service Desk phone and email requests, generating, resolving, and routing service requests accordingly.
- Perform PC and printer troubleshooting to determine true nature of problem.
- Successfully interpret and capture information for classifying requests.
- Properly route requests requiring additional approval.
- Configure, rollout and ongoing usability of computers, peripheral equipment and software within established standards and guidelines.
- Troubleshoot hardware and software problems utilizing documentation, online assistance, and other staff members when necessary.
- Works with Network Infrastructure and Server Support staff as appropriate to determine and resolve problems received from clients.
- Works with external vendor support services and systems to resolve technical problems with desktop and laptop equipment and software.
- Escalate complex or troublesome issues to Level III technical support or to management for guidance when all Desktop Support resources have been exhausted.
- Take ownership of tickets assigned to ensure proper follow-up and follow through on issues.
- Trains and orients staff on best practice use of hardware and software.
- Recommends and/or performs upgrades and maintenance on systems to ensure longevity.
- Follow and enforce SCA/IT policies and procedures.
- Efficiently manage daily work queue.
- Lifting and transporting computer equipment (i.e., desktop, laptops, and printers).
- Assist on special projects.
- Experience with Service Desk ticketing software
- Excellent verbal communication skills
- Ability to give extensive phone and able to handle high volume of calls
- Excellent written skills to handle email correspondence
- Well-organized and detail-oriented to handle complex tasks and assignments
- Excellent MS Office skills – Outlook, Word, Excel, and PowerPoint
- Excellent Windows Operating System skills
- Good basic printer management / trouble-shooting skills
- Strong Windows Operating System troubleshooting knowledge (Windows 7)
- Knowledge of Microsoft Office Suite
- Good team player
Bachelor’s degree in computer science or equivalent work experience
