Service Desk Systems Engineer

Service Desk Systems Engineer

Provide call center (phone) support for hardware and software application problems related to desktops, laptops, printers and other electronic peripherals and devices. Log and track support calls into the department's call tracking system. Research and resolve tier 1 application and technical support issues. Escalate higher tiered support issues to appropriate IT departments for resolution. Ensure that all support calls are resolved and closed within established service levels. Follow up with end users to confirm that support issues have been addressed appropriately and within expected timeframe. Must be flexible to be able to handle other Service Desk task's.

60% Provides call center (phone) support for hardware and software application problems related to desktops, laptops, printers and other electronic peripherals and devices

20% Provide technical assistance to Service Desk Team members to resolve caller issues.

10% Responsible for documenting, tracking and monitoring assigned problems to ensure resolution in a timely manner

10% Responsible for follow up with end users to confirm support issues are resolved

Level Based Competencies are to be designated based on job level and content.

• Strong Communication skills (verbal & written)
• Developing Decision Making skills
• Good Collaboration skills
• Strong Customer Focus (due to role)
• Initiates Self Action some of the time
• Developing Business Acumen
• Developing Skills in Building Working Relationships and Team Work
• Developing Stress Tolerance skills

Technical knowledge/skills (entry, intermediate, advanced)

• Strong PC and Windows Operating System skills
• Strong PC Hardware skills
• Strong knowledge and execution of IT Standards, Policies and Procedures
• Good knowledge of Information Security Awareness
• Strong knowledge of Systems, Applications, & Technologies
• Active Directory
• ServiceNow
• Gsuite

General knowledge/skills (entry, intermediate, advanced)

• Strong communication/active listening skills
• Strong customer service focus
• Relies on extensive experience and judgment to plan and accomplish goals
• Strong ability to Multi Task
• Strong Analysis & Problem Solving Skills
• Developing Adaptability

Education/Experience

• Bachelor's Degree in Computer Science, Information Systems or other related field, 3 to 5 years experience in IT, or Associates Degree from a Technical Institution
• 3 to 5 years of IT work experience including customer service and/or production support in a multi-platform environment