What are the responsibilities and job description for the Service Desk Technician position at IS&T IT Services?
***No C2C***
***Green Card or US Citizen***
***In Office 100% of the time***
SUMMARY OF JOB FUNCTION
1st Level responder to IT Service Desk.
ESSENTIAL DUTIES & RESPONSIBILITIES
• Respond to requests for technical assistance in person, via phone, electronically.
• Diagnose and resolve technical hardware and software issues.
• Advise user on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Redirect problems to appropriate resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Prepare activity reports.
• Stay current with system information, changes and updates.
• Must demonstrate the following emotional intelligence skills:
o Emotional Empathy
o Positive Attitude
o Excellent Communication Skills
o Flexibility / Adaptability
o Interpersonal Skills
OTHER RESPONSIBILITIES
• Maintain complete and open lines of communication with other personnel, functions, or departments to facilitate operations and interaction in the organization.
• Keep supervisor informed of status and progress, ensuring that regular and periodic communication takes place.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks and keeping abreast of industry trends and related compliance issues within the area of responsibilities.
• Maintain professional conduct, attendance, and high ethical standards in the work place, complying with company’s policies and procedures.
• Fulfill mandatory training requirements applicable for department and job duties as appropriate.
• Perform other duties and responsibilities as required or requested by supervisor or Management.
QUALIFICATIONS
The experience and education described here are representative of those that are expected to individuals to successfully perform the essential duties of this position. Equivalent combinations of education and experience that provide the required knowledge, skills, and abilities may be considered on an individual basis.
EXPERIENCE
Experience level – Required - Fundamental operations of relevant software, hardware and other equipment.
EDUCATION
Required - High school diploma or GED
Preferred - Associate degree (A.A)
TECHNICAL KNOWLEDGE & SKILLS
Technical Knowledge & Skills – Intermediate – Required - MS office (Word, Excel, Power Point, Outlook)
EXPECTED COMPETENCIES
• Professional/Technical Capability - Perform specific tasks/ phases of work with medium complexity (applying established process, past business cases and expertise from education) in a stable manner.
• Learning initiative/Adaptability – Learn work process and gain work knowledge through real work experience.
• Process Efficiency - Work process improvement on day-to-day operations/assignments.
• Policy Compliance – Follow all company and operational policies and procedures.
• Communication & Interpersonal Skills – Accurate and timely reporting/ communication/ consultation to supervisor.
• CSR Compliance - Exhibit Leadership & Commitment to Company CSR Policies; support and actively participate in ensuring your actions comply with site CSR policies, procedures, and identified best practices.
