What are the responsibilities and job description for the Service Desk Technician position at Tri-Starr Talent?
We help our customers reach their goals by providing client-focused technology solutions supported by a culture of service excellence and a commitment to doing the right thing.
Are you a tech-savvy professional with a passion for solving problems and delivering exceptional customer service?
In this role, you’ll be at the heart of our technical support operations, handling intermediate-level troubleshooting and resolution for hardware, networks, and software. You’ll get the chance to work with hands-on responsibilities that include hardware installation, network analysis, and assisting with exciting new client onboardings.
Summary
The Service Desk performs triage, troubleshooting, and resolution of intermediate-level technical support requests, including hardware installations, network troubleshooting and installation, testing, and analysis of network facilities while providing legendary customer service and adhering to Customer Service, and Service Level Agreement (SLA) goals by performing the following duties.
Essential Duties and Responsibilities
Supports Service Desk operations by receiving, prioritizing, and resolving customer support requests from email, phone calls, and other channels while ensuring content, routing, and resolution goals are met.
- Supports Service operations by providing Level I remote and onsite support, troubleshooting, and resolution of client Incident and Service Request escalations during business hours and/or on call availability as needed, including performing onsite installations of PC, server, network, and BDR hardware and software.
- Collaborates and escalates complex or out-of-scope Incidents and Service Requests to appropriate service groups as necessary and assists in service delivery support special tasks and projects including new client on-boardings.
- Perform on-call duties – when applicable – as outlined in the On-Call SOP, including but not limited to receiving and resolving after hours tickets, alerts and supporting backup solutions daily.
Primary Objectives:
Provide Intermediate-level remote and onsite support for customer technical support requests while maintaining company culture and providing legendary customer service.
Achieve service goals for Customer Satisfaction, Resource Utilization, and timely completion of projects as defined by Service Level Agreements (SLAs), Service Level Objectives (SLOs), and Organizational Level Objectives.
Follow operational policies, processes, and procedures to maintain a productive and efficient workflow.
Preferred Skills:
- MSP experience
- Technical certification: A , Net , Sec , CCNA, or any Microsoft certification.
- Knowledge or experience in troubleshooting and supporting Windows Server environments.
- Knowledge or experience with configuring, deploying, supporting, and troubleshooting networks and network equipment.
Salary : $20 - $22
