What are the responsibilities and job description for the Service Desk Technician position at StaffSource, LLC?
Job Description
Job Description
Job DetailsDescription
Summary / Objectives
The Service Desk Technician provides front-line and immediate support for day-to-day issues for all clients and is responsible for receiving, creating, triaging, and resolving service request and incident tickets via phone, email, and other internal systems. They will resolve issues in a timely manner according to internal SLA and while using excellent notetaking and documentation, as well as keeping open lines of communication on all open tickets. A high degree of ticket ownership is required, as well as good organizational skills while handling multiple concurrent issues. They will contribute regularly to client documentation, maintaining excellent notes and known resolutions. Always acting as a team member and putting the clients’ needs first, they will assist as needed on scheduled projects and other duties as assigned. They will be measured and assessed on their total work output volume, timeliness of work, and client satisfaction, against standards set by the Director of Client Services and other leadership.
Essential Functions
- Receive inbound support tickets via multiple channels and prioritize the client experience.
- Provide technical support for users via phone, email, and remote support.
- Provide detailed and thoughtful support for hardware, networking, and application issues; escalate complex problems to the appropriate groups as needed.
- Create, update, and maintain excellent documentation and notes within the appropriate system locations to provide efficient access to time critical information.
- Provide management with proactive suggestions as technologies evolve.
- Manage customer expectations while providing white-glove service.
- Work closely with management to prioritize critical work.
- Receive direction from management, Technical Account Managers, and other client contacts to assist with project-related work.
Work Environment
This job involves work within our company offices and warehouse, primarily using remote support tools and software to support end-user clients and computers. Occasional onsite support may be required.
Physical Demands
Must be able to lift items required for projects and installation.
Position Type / Expected Hours of Work
Full time job, 40 hours per week.
After-hours on call rotation, for one week (7 days) per instance, compensated separately.
Travel
Travel will be limited to drivable distances for daily job responsibilities within our footprint.
Required Education and Experience
Minimum 1 year of experience working on a helpdesk
Preferred Education and Experience
CompTIA A certification preferred
Previous experience with the Connectwise suite of support and ticketing tools preferred
Minimum 1 year of experience working on a helpdesk
Company Description
StaffSource is committed to creating long-term partnerships where we can truly affect both clients’ and candidates’ lives for the better. Our success is rooted in matching talented professionals with environments that suit their goals, personalities, lifestyles, and skills. A perfect placement allows candidates to thrive in their new role and hiring managers to fill their openings with top talent that aligns with both the needs of their team and the company’s culture.
Founded in 2003, StaffSource now has a 20 year company history with business units operating within Information Technology, Accounting and Finance, Sales, Executive Search and more. Still headquartered in Knoxville, TN and lead by our founder John Sharpe, we are now serving clients and candidates all across the United States. We conduct national, regional, and localized talent searches based on the specific needs of each client and the unique goals of top talent everywhere.
Company Description
StaffSource is committed to creating long-term partnerships where we can truly affect both clients’ and candidates’ lives for the better. Our success is rooted in matching talented professionals with environments that suit their goals, personalities, lifestyles, and skills. A perfect placement allows candidates to thrive in their new role and hiring managers to fill their openings with top talent that aligns with both the needs of their team and the company’s culture. Founded in 2003, StaffSource now has a 20 year company history with business units operating within Information Technology, Accounting and Finance, Sales, Executive Search and more. Still headquartered in Knoxville, TN and lead by our founder John Sharpe, we are now serving clients and candidates all across the United States. We conduct national, regional, and localized talent searches based on the specific needs of each client and the unique goals of top talent everywhere.
