What are the responsibilities and job description for the Service Desk Technician I position at Mindlance?
Position Summary :
Title : Service Desk Technician I
Duration : 6 Months - Long Term
Location : Washington, DC 20005
Summary / Objective :
The Service Desk Technician I will provide assistance to end users and remote users at the client, track issues to resolution, document solutions, and escalate to other technicians as needed . The individual in this role will apply proven communication, analytical, and problem-solving skills to help maximize the support provided to end users.
Essential Duties and Responsibilities :
- Provide advanced phone / email / walkup support to internal and external users.
- Assist users in connecting to the network remotely.
- Conduct IT training and orientation for new hires.
- Create Active Directory accounts for new users and contractors.
- Troubleshoot advanced network issues.
- Help develop procedures regarding desktop support.
- Review Service Desk level 1 escalations for compliance prior to escalation.
- Install and support desktop software applications.
- Preform laptop and desktop installations.
- Grant permissions to internally created applications.
- Other duties, as assigned.
Core Competencies
Forward Thinking : The ability to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies.
Thinks Critically : The ability to approach one's work analytically by identifying issues / questions, gathering and evaluating data, and creating evidence-based recommendations or solutions.
Embrace Innovation & Change : The ability to respond positively to change and demonstrate flexibility, and openness to new ways of thinking and doing things.
Communicate Openly & Effectively : The ability to effectively communicate in multiple modes and in a way that fosters understanding and dialogue, as well as engages with others in a way that demonstrates emotional intelligence.
Performance Focused : The ability to take ownership for one's own or one's employees ' performance, by setting clear goals and expectations, tracking progress against the goals, providing feedback, and addressing performance problems and issues promptly.
Apply Customer Lens : The ability to provide the best service to customers (internal and external) with the goal of exceeding their expectations while maintaining integrity.
Develop Self & Others : The ability to identify, learn, and apply new skills or habits as needed to perform successfully on the job.
Foster Collaboration : The ability to look beyond immediate teams, broaden peer networks, and finding ways to partner with internal and external stakeholders to achieve success.
Education Experience and Experience :
Work Environment
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority / Gender / Disability / Religion / LGBTQI / Age / Veterans.
