Service Desk Technician

The Service Desk Technician is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Responsibilities

1. IT Support relating to technical issues involving Microsoft's core business applications and operating systems
2. Support of disaster recovery solutions
3. Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
4. Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
5. Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
6. System documentation maintenance and review in ConnectWise
7. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Knowledge, Skills and Abilities

1. Advanced understanding of operating systems, business applications, printing systems, and network systems
2. Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
3. Diagnosis skills of technical issues
4. Ability to multi-task and adapt to changes quickly
5. Technical awareness: ability to match resources to technical issues appropriately
6. Service awareness of all organization's key IT services for which support is being provided
7. Understanding of support tools, techniques, and how technology is used to provide IT services
8. Typing skills to ensure quick and accurate entry of service request details
9. Self-motivated with the ability to work in a fast moving environment

Competencies

1. Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Extreme focus on client service and client satisfaction; Sense of urgency in regards to job responsibilities and time management, fosters a team environment
2. Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values
3. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Conducts communication with polite manners and business etiquette. Develops relationships with clients that will inspire trust and longstanding relationships

Qualifications

1. Education and/or Experience - Bachelor's degree; or three years related experience and/or training; or equivalent combination of education and experience.
2. Language Skills - Ability to read and interpret documents both electronic and printed such as service tickets, manuals, procedures and policy manuals. Ability to write clear correspondence in email and document format. Ability to speak clearly in English with clients over the phone as well as with company staff.
3. Mathematical Skills - Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
4. Reasoning Ability - Ability to make decisions quickly when needed; Ability to motivate team members to reach goals; Ability to assist team members in solving complex problems
5. Computer Skills - To perform this job successfully, an individual should have the ability to use Microsoft Internet Explorer, Outlook, Excel and Word software efficiently. In addition, experience using ConnectWise or the ability to quickly learn the product is required. The ability to learn new computer applications with minimum oversight is also required.

While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to handle or feel; and talk or hear. The employee is frequently required to reach with hands and arms including typing, using a computer pointing device and operating a telephone. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.

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