What are the responsibilities and job description for the Service Desk Technician position at Softworld, Inc.?
Job Details
Job Title: Service Desk Technician
Job Location: Auburn Hills, MI 48326
Onsite Requirements:
- Helpdesk/Desktop Support
- Active Directory
- Hardware/Software/Networking experience
Job Description:
- Works under the direction of the IT Support Center Supervisor.
- Responsible for providing quality phone and desktop support with a high degree of customer service, timeliness, and expertise with college-based technologies.
- Expected to work in a multi-cultural and diverse environment answering inquiries, resolving problems, fulfilling requests, determining requirements, monitoring systems, and assisting in maintaining ticketing and knowledge base systems.
- The description is intended to indicate the types of duties and responsibilities requested of the employee assigned to this position. It is not intended to be an exhaustive list of all the duties and responsibilities that may be required.
Duties and Responsibilities:
- Provides daily support for staff and faculty via phone, remote assistance, or in person, assisting with issues, utilization of college software/hardware, and submission of requests.
- Responds efficiently and accurately to staff and faculty explaining possible solutions, escalating issues, and ensuring that they feel supported and valued.
- Strives to meet or exceed Support Center metrics while providing excellent consistent customer service and creating a positive experience for each caller.
- Assists with maintaining the ITSM Knowledge Base and Service Catalog with pertinent and useful information.
- Research resolves and responds to complex technology questions in accordance with current standards.
- Installs and maintains new and existing hardware.
- Acquires, maintains, and expands knowledge of relevant product offerings, current support policies, and methods of support delivery in order to provide technically accurate solutions.
- Participates or leads team projects that enhance the quality and/or efficiency of the IT Support Center.
- Participates in research on new technologies.
- Provides assistance to IT Support Center Supervisor including hiring, supervision, and training of contract staff and student interns/workers.
- Performs other related duties as assigned.
- May be required to work additional hours, as necessary.
Knowledge and Skills Required:
- Exceptional customer service, active listening, verbal and written communication skills, professional phone voice.
- Knowledge of problem solving and troubleshooting methods.
- Knowledge of personal computers and related hardware and software.
- Knowledge of Windows operating systems, GUI applications and application software.
- Knowledge in maintaining a service catalog and knowledge base for a Support Center.
- Familiar with iOS, Android, and MAC operating systems.
- Ability to work as a team player in a multi-cultural, diverse working environment.
Minimum Education and Experience Required:
Education:
- Associates degree in Information Technologies, related field, or technical training equivalent.
- Prefer HDI Support Center Analyst Certification.
- Prefer Bachelor's degree in Information Technologies or related field
Experience:
- Two years of experience working in an IT Support Center plus working with ITSM technologies such as Team Dynamix.
- Experience in higher education preferred.
3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.- This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
