What are the responsibilities and job description for the IT Service Desk Technician position at The DePaul Group?
IT Service Desk Technician
Job Locations US-NY-Rochester
Category
Information Technology
Type
Regular Full-Time
FLSA Status
Non-Exempt
Shift
Days
Department
Information Technology
Corporation Name
DePaul Group
Overview
The Service Desk Technician is an internal support role that monitors and responds to day-to-day technical support requests across multiple on-premises and SaaS products and services. This role provides both remote and in-person support and works closely with other IT resources to ensure timely resolution and a positive customer experience.
Why work for DePaul?
Make a positive difference in someone's life
- Supportive work environment
- We value diversity
- Opportunity for professional development and career advancement
- Excellent benefits
- Competitive wages from $21-$21.30 / hour
Responsibilities
The Service Desk Technician will work to maintain outstanding "Level 1" support through high-quality service delivery. To do so they will first strive to understand requests or issues from the user's perspective and the impact on business process(es). They will develop and maintain a knowledge of current agency business processes, and general operational and regulatory requirements as they relate to technology services and look for opportunities to educate users on the appropriate use of technology.
They will consistently monitor work queues and other channels, ensuring that all customer contacts are ticketed and properly documented. They will rely on experience and judgment to plan, prioritize work, and accomplish goals. They will support Incident Management, Major Event Management, Problem Management, Knowledge Management, Request Fulfillment, Asset Management, and Access (Account) Management processes to ensure high quality support that is effective, professional, and prompt. This job description does not include every function / responsibility. There may be a need to perform other duties as assigned.
OTHER RESPONSIBILITIES TO INCLUDE :
Qualifications
Benefits
This position is eligible for the following benefits : Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Generous PTO & Paid Holidays, 403B Employer Match and Employee Discount Programs.
DePaul is an equal opportunity employer that values diversity. All employment is decided based on qualifications, merit and program need.
Salary : $21 - $21
