Job Description
Job DescriptionSalary:
The Service Desk Technician Level 1 will primarily analyze and troubleshoot customer support tickets based on standard operating procedures. The ideal candidate will have experience working in a Service Desk environment (Managed Services Provider a plus) focusing on Windows environments and VMware virtual infrastructure in private, hybrid and/or public cloud. Duties will include customer support of installation, integration, configuration, of computers and all manner of peripheral devices.
A. Required Skills
- Bachelor's degree in Information Technology or equivalent demonstrated experience and knowledge.
- 1-3 years' experience working in a Service Desk or equivalent knowledge position
- Excellent interpersonal skills and professional demeanor
- Excellent customer service, verbal, and written communication skills
- Strong skills and working knowledge of Windows Desktop Operating Systems, Windows Server Operating Systems, Active Directory, Group Policy, TCP/IP, DHCP, DNS
- Knowledge of various security methodologies and processes, and technical security solutions
- Strong analytical and problem-solving skills
- Enterprise backup solutions: Asigra, StorageCraft, and equivalent
- Ability to multi-task, prioritize, and manage time effectively
- Strong attention to detail and accuracy in data entry is important
B. Other Requirements
- Ability to continually increases technical knowledge of assigned technologies and domains and demonstrates application of that knowledge. Achieves appropriate certifications and educational advancements
- Ability to communicate moderately complex technical concepts appropriately tailored for the audience from vendors and technical resources to technical and non-technical customers Policies, Process and Procedures:
- Acts in accordance with established guidelines and follows processes and procedures
- Works with peers, subordinates, management, and customers to build and maintain positive, constructive working relationships despite disagreement
- Assists others when needed or necessary to achieve
- Effectively deals with ambiguity, unexpected events, and changing infrastructure requirements
- Juggles multiple tasks and activities simultaneously
- Handles and manages technical stress
- Undertakes activities on their own; communicates status appropriately
- Anticipates activities and projects and keeps informed of technology and industry trends and learns and applies new skills and technologies
- Sees the bigger picture and articulates multiple solutions to technical problems
- Ability to bend, reach, walk stairs, and lift and carry up to 30 pounds
C. Job Responsibilities:
- Serve in a dedicated help desk support role for a specific customer account
- Shift hours are either:
- Shift A 7am EST to 3pm EST
- Shift B 11am EST to 7pm EST
- Receives, prioritizes, responds to and resolves or escalates support requests
- Manages support requests and ticket queues within the Service Desk ticketing system
- Expertly manages end-user expectations throughout the support process
- Fully documents resolutions in the Service Desk Knowledgebase
- Provides end-user training as needed and encourages the use of self-help resources
- Provisions network and system access based on organizational and functional roles, IT department policy and established security practices
- Provisions common Configuration Items, such as computers, mobile devices, printers, phones, etc. in compliance with established Service Desk Standards
- Participates in an on-call after-hours rotation
- Provides on-site support leading up to and during new office go-lives
- Updates Configuration Item, asset management records, to reflect the procurement, assignment, recovery, and retirement of items
- Assists with VMware implementation designs and administration support
- Responsible for day-to-day monitoring of alerts, servers, and backup platforms
- Review log reports and alerts
- Monitor the completion of server backups and DR testing
- Assist with configuration and implementation of customer projects.