The Service Desk Technician will interface with multiple levels of users, management, VIPs and technical staff concerning first level needs and deskside support.
Responds to calls for assistance; captures and documents the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; uses a ticketing system to track and route problems and requests and document solutions; works with the service desk team to research and document problem resolutions.
Provides detailed and accurate logs of all user contact by entering calls into the Help Desk Automated Tool.
Answers questions in person, via phone, and via email.
Visits offices to provide just-in-time assistance.
Determines whether problems are caused by hardware or software, and resolves calls immediately with the customer.
Evaluates each call to determine appropriate response and referral, and prioritizes each call.
Identifies and escalates situations requiring urgent attention.
Tracks the status of open issues, communicates with customers regarding issue status, follows-up with the customer once a solution has been determined, and follow-up with customer to assess their satisfaction level.
Providers ad hoc equipment and software tutorials; provides technical support, training and assistance on computer hardware and software applications; serves as user liaison covering basic computer system end-user operations, including but not limited to system sign-on, use of the menu and help systems, Microsoft Office programs, telecommunications, use and troubleshooting of computers and printers.
Maintains accurate reports of malfunctions; provides referrals to tier II and tier III support when problems occur which are beyond the proficiency of the Help Desk Technician; serves as liaison with customers and S/ES-IRM to resolve issues; tracks the problem until it has been resolved.
Participates in the preparation of procedure manuals and documentation for help desk use; assists with periodic user satisfaction surveys and tracks user problem trends; creates reports based on information provided from user surveys and trends; participates in the distribution of network related information to users to include information such as help desk procedures and network handbooks
Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the work unit.
Typically requires bachelor’s degree or equivalent and three to five years of related work experience.
Minimum of 3 years of IT Help Desk experience.
Professional demeanor, strong customer relations skills.
Ability to effectively and clearly deliver information to a range of audiences.
Ability to prioritize and perform a variety of concurrent tasks with minimal direction.
Ability to multi-task in a fast paced, constantly changing environment.
Good time management skills.
Excellent organizational skills.
Basic understanding PC hardware and connectivity components.
Strong knowledge of Windows 10.
Strong Microsoft Office suite (Outlook, Word, Excel, Power Point, etc.) skills.