Service Desk Technician I

Job Description

Job Description

The Service Desk Technician Level 1 will primarily analyze and troubleshoot customer support tickets based on standard operating procedures. The ideal candidate will have experience working in a Service Desk environment (Managed Services Provider a plus) focusing on Windows environments and VMware virtual infrastructure in private, hybrid and/or public cloud. Duties will include customer support of installation, integration, configuration, of computers and all manner of peripheral devices.

Required Skills

• Bachelor's degree in Information Technology or equivalent demonstrated experience and knowledge.
• 1-3 years' experience working in a Service Desk or equivalent knowledge position
• Excellent interpersonal skills and professional demeanor
• Excellent customer service, verbal, and written communication skills
• Strong skills and working knowledge of Windows Desktop Operating Systems, Windows Server Operating Systems, Active Directory, Group Policy, TCP/IP, DHCP, DNS
• Knowledge of various security methodologies and processes, and technical security solutions
• Strong analytical and problem-solving skills
• Enterprise backup solutions: Asigra, StorageCraft, and equivalent
• Ability to multi-task, prioritize, and manage time effectively
• Strong attention to detail and accuracy in data entry is important
  
  

Other Requirements

• Ability to continually increases technical knowledge of assigned technologies and domains and demonstrates application of that knowledge. Achieves appropriate certifications and educational advancements
• Ability to communicate moderately complex technical concepts appropriately tailored for the audience from vendors and technical resources to technical and non-technical customers Policies, Process and Procedures:
• Acts in accordance with established guidelines and follows processes and procedures
• Works with peers, subordinates, management, and customers to build and maintain positive, constructive working relationships despite disagreement
• Assists others when needed or necessary to achieve
• Effectively deals with ambiguity, unexpected events, and changing infrastructure requirements
• Juggles multiple tasks and activities simultaneously
• Handles and manages technical stress
• Undertakes activities on their own; communicates status appropriately
• Anticipates activities and projects and keeps informed of technology and industry trends and learns and applies new skills and technologies
• Sees the bigger picture and articulates multiple solutions to technical problems
• Ability to bend, reach, walk stairs, and lift and carry up to 30 pounds
  
  

Job Responsibilities:

• Receives, prioritizes, responds to and resolves or escalates support requests
• Manages support requests and ticket queues within the Service Desk ticketing system
• Expertly manages end-user expectations throughout the support process
• Fully documents resolutions in the Service Desk Knowledgebase
• Provides end-user training as needed and encourages the use of self-help resources
• Provisions network and system access based on organizational and functional roles, IT department policy and established security practices
• Provisions common Configuration Items, such as computers, mobile devices, printers, phones, etc. in compliance with established Service Desk Standards
• Participates in an on-call after-hours rotation
• Provides on-site support leading up to and during new office go-lives
• Updates Configuration Item, asset management records, to reflect the procurement, assignment, recovery, and retirement of items
• Assists with VMware implementation designs and administration support
• Responsible for day-to-day monitoring of alerts, servers, and backup platforms
• Review log reports and alerts
• Monitor the completion of server backups and DR testing
• Assist with configuration and implementation of customer projects.
  
  

Company Description

Your Trusted IT Solutions Expert

Razor Technology gives you all the tools, resources, and technology you need to stay competitive, relevant, and profitable. Your fast-changing business challenges keep us focused on providing world-class technology solutions. But our desire to create trusted, long-lasting relationships keeps us focused on delivering the highest standards of service.

Keeping up with emerging technologies and trends isn’t easy—but you don’t have to do it alone. We’re with you every step of the way. We develop, implement, and support end-to-end IT solutions that simplify your infrastructure, eliminate cost, and allow you to scale on demand.

Headquartered in Philadelphia, we serve over 300 clients in the greater Northeast and Mid-Atlantic regions. Whether SMB or enterprise, our clients need help leveraging the benefits of scalable, reliable and secure IT solutions. We take the pressure off you and your IT department so you can focus on what matters most: running your business.

Your Trusted IT Solutions Expert Razor Technology gives you all the tools, resources, and technology you need to stay competitive, relevant, and profitable. Your fast-changing business challenges keep us focused on providing world-class technology solutions. But our desire to create trusted, long-lasting relationships keeps us focused on delivering the highest standards of service. Keeping up with emerging technologies and trends isn’t easy—but you don’t have to do it alone. We’re with you every step of the way. We develop, implement, and support end-to-end IT solutions that simplify your infrastructure, eliminate cost, and allow you to scale on demand. Headquartered in Philadelphia, we serve over 300 clients in the greater Northeast and Mid-Atlantic regions. Whether SMB or enterprise, our clients need help leveraging the benefits of scalable, reliable and secure IT solutions. We take the pressure off you and your IT department so you can focus on what matters most: running your business.