What are the responsibilities and job description for the Service Desk Technician I position at TIMESSQUARETECH NYC INC?
Primary Responsibilities:
- Provide excellent customer service to all clients & staff.
- Handle Tier 1 log calls from clients’ phone calls and email
- Skilled in desktop support handling in Windows and MAC environments. Microsoft SCCM Knowledge. i.e. Manage Patching in SCCM for Desktops, troubleshoot problematic machines. Reinstall SCCM agent and redeploy packages with Admin support.
- Technical knowledge of Desktop and Laptop hardware. Configuring and troubleshooting Office365 suite, Adobe, Zoom and applications part of our standard image.
- Thorough understanding of OneDrive and file/folder permissions.
- Managing incident cases within ServiceNow. Update incidents using clear, concise language for both internal and staff facing verbiage in a timely manner.
- Follow up with end users & support groups on open incidents.
- Take ownership and responsibility of queries, issues, and problems assigned to the Service Desk team.
Desired Skills:
- Route tickets to the appropriate support group if necessary.
- Identifying and escalating high-priority, high-severity issues.
- Collaborate with staff or clients to understand specific system requirements.
- Analyze requirements and develop design concepts or changes.
- Document design specifications, installation instructions, and other system-related information.
- Verify stability, interoperability, portability, security, or scalability of system architecture.
- Collaborate with engineers or software developers to select appropriate design solutions or ensure the compatibility of system components.
Job Type: Contract
Pay: $18.00 - $20.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Education:
- Associate (Required)
Experience:
- Desktop Support Technician – Level 1: 5 years (Required)
- Windows: 5 years (Required)
- SCCM: 4 years (Required)
- ServiceNow: 4 years (Required)
- Office365: 4 years (Required)
- Handle Tier 1 phone calls and email: 3 years (Required)
Work Location: In person
Salary : $18 - $20
