Service Desk Technician

Job Title: Service Desk Technician

The Service Desk Technician provides a range of functions in support of the Information Technology Division and excellent customer service support. The technician handles Information Technology incidents, troubleshoots technical problems, and responds to customer requests. The Service Desk Technician works on a team that serves as a single point of contact for all customer interactions related to Information Technology issues. The technician assists customers with issues and provides technical resolutions. This person is responsible for tracking, fielding, prioritizing, and escalating incoming service desk requests to the appropriate team. The Service Desk Tech performs assigned functions according to standardized policies and procedures. The Tech provides strong technical troubleshooting skills and preventative maintenance on peripheral equipment and supported systems.

Responsibilities:

• Serves as the first point of contact for customers seeking technical assistance via phone or email.
• Performs remote troubleshooting using problem-solving skills, documentation, and pertinent questions and requires basic analytical ability is required to resolve routine technical issues.
• Determines the best solution based on the issue and details provided by customers and assist the customer through the problem-solving process.
• Escalates unresolved issues to the next level of support and provides accurate information on IT applications or services.
• Records incidents, problems, and their resolution in the ticketing system. Monitors servers and network and escalate issues to the appropriate team.
• Follow-ups and update customers on ticket status. Identifies and suggest possible improvements on procedures.
• Develops documentation on frequently asked questions. Shares any feedback or suggestions from customers to the appropriate internal team.
• Other Duties as assigned.

Education:

Essential:

High School Diploma/GED

Other information:

High School/GED and 1+ years of experience of customer service with basic IT skills (MS Office, Troubleshooting, Operating System knowledge, basic network configuration)