Service desk Tech I

Desktop support technician responsible for setup and deployment of all devices, for new hires onboarding and/or for repair/replacement in response to Service Desk tickets. Must work independently to manage one s time to meet the demands of our associates.

Responsibilities:

• Respond to telephone, email, and online requests for technical support.
• Provide high level of customer service and quick resolution times
• Follow-up directly with the customers.
• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature.
• Identify, research, and resolve technical problems of moderate complexity.
• Provides support to end users for computer, application, system, device, access, and hardware issues.
• Document, track, and monitor technical issues using applicable systems and tools.
• Utilize Service Desk software to keep track of help tickets, resolution and working times.
• May coordinate with other teams or departments to resolve user problems.
• Escalate unresolved issues to the next level of support personnel
• Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Provide guidance and support and keep information on company IT products and services
• Assist in support of all business-related Information Technology systems

Qualifications:
Associate degree in computer related field or equivalent training preferred.

• 0 to 2 years support experience required.
• CompTIA A+ (Preferred)
• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software.
• Proficient with Windows 10 OS, Mac & Mobile (iOS & Android).
• Basic ability to work independently and manage one s time.
• Verbal and written communication skills, problem solving skills, customer service and interpersonal skills
• Customer-oriented and patient

Level: L1