IT Service Desk Technician I

SUMMARY: The IT Service Desk Technician I is a service-oriented person who performs at the professional level to support the day-to-day responsibilities of the IT Department. The Service Desk Technician I responds to requests from internal users about technology issues and applies knowledge and expertise to resolve issues or respond to requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Act as the “face” of IT by fielding phone calls and triaging incoming tickets.
Provide tier one support for any information technology issues and problems.
Provide assistance by phone, email, in-person and using a ticket management system.
Track issues and update the internal knowledgebase with issue resolution details.
Track user account creation, changes and deletions.
Perform password resets.
Support computers, laptops, tablets, smart phones and applications.
Monitor and escalate alerts from monitoring/antivirus systems.
Monitor backup system alerts and escalate errors.
Maintain user accounts including rights, permissions and systems groups.
Manage critical incidents.
Quickly and accurately determine incident scope and impact.
Follow up on tickets at pre-defined intervals until resolved.
Update daily status reports and shift handover reports.
Write training manuals and train users.
Walk customers through problem-solving process.
Install, modify, and repair computer hardware and software.
Set up equipment for new employee desk space.
10% Travel expected.

Key 30, 60, 90 Day Accomplishments

30 Day: Learning process and procedures - Servicenow ticketing system, Onboarding, Exiting, and inventory
60 Day: Exudes confidence in the process and procedures listed above, beginning to take further action.
90 Day: Shows ability to handle Tier 1 responsibilities with little or no direction.

EXPERIENCE, EDUCATION:

1 -2 years of helpdesk/desktop support experience preferred.
Proven aptitude for learning new technology and interest in helping others.
Knowledge of Microsoft networked environment, including MS Windows server 2008, & 2012, MS Exchange Server 2010, Office 365, Windows 7.
Good verbal, written and interpersonal skills.
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
Ability to troubleshoot mobile devices, tablets, laptops, computers, etc.