What are the responsibilities and job description for the Service Desk Technician position at Softworld, a Kelly Company?
Kelly Technology is searching for a IT Service Desk Technician to join our client's team.
100% ONSITE in Mentor, OH.
Top 3 skills: Windows PC hardware set up/troubleshooting, Office 365 administration, Active Directory, and account issues.
100% onsite, Monday through Friday, 8:30am-5pm
Provides first-level Service Desk support to employees for end-user problems and requests.
Provides remote computer support to the USA and Global facility and home-based users. Uses problem recognition, research, isolation, and resolution steps to diagnose hardware, software, and business application problems. Performs wireless device support. Monitors and responds to problems assigned in a ticketing system recording conversations and troubleshooting in detail. Assists with training customers on desktop applications, software, and hardware platforms. Escalates problems to appropriate I.T. resources when needed.
Performs basic administration activities for user setup of network accounts, computer accounts and business application accounts. Provides wireless device configuration and administration. Creates and maintains standard operating procedures and knowledge base articles.
Professionalism and cooperation when working with customers, team members and management is essential.
Technical Support 90%
1. Provide first level Service Desk support to STERIS employees.
2. Provides phone support for end user problems and requests.
3. Diagnose hardware, software and business application problems.
4. Uses appropriate problem recognition, research, isolation and resolution steps.
5. Perform computer hardware and software related repairs.
6. Perform wireless device troubleshooting.
7. Keeps detailed record of customer conversation and troubleshooting steps to resolve an issue.
8. Provides support for facility, remote facility and home based users.
9. Provides support for USA and other global facilities.
10. Monitors and responds to ticketing system assignments.
11. Assists with training customers on desktop applications, software\hardware platforms.
12. Escalates when needed; notifying appropriate I.T. resource.
End-User Administration 10%
1. Basic user setup for network accounts, computer accounts, and business application accounts.
2. Configures and deploys mobile devices and performs wireless administration.
3. Creates and maintains standard operating procedures and knowledge base articles.
Please submit your resume to ekleinknecht@softworldinc.com if you are interested in discussing the opportunity further.
