Service Desk Tech

The Service Desk Technician Level I role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end‑user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in‑person, hands‑on help at the desktop level.

Corporate IT Strategy and Planning to include alerting IT management to emerging trends in incidents.

IT Acquisition and Deployment related to deploying pre‑packaged software using distribution tools and processes as requested by end users.

Operational Management to provide first contact support of incoming requests to the service desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end‑user issues. Build rapport and elicit problem details from service desk customers.

• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the incident‑solving methods, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved by following up with the user.
• Contribute to technician knowledgebase as needed.
• Provide suggestions for continual improvement.
• Enter all hardware serial numbers or identification tags into Asset Management System (AMS) and ensure information is up to date, accurate, and auditable.
• Assist in performing inventories and usage monitoring of all IT assets and record all findings, changes, physical location, and incidences of support.

• Word processing/spreadsheet applications such as Microsoft Word/Excel
• Basic rules of grammar and business writing
• Basic mathematic principles

• Collecting, analyzing and evaluating data
• Dealing with a diverse group of external and internal contacts at all levels
• Analyzing problems and reaching solutions

• Plan and organize work activities
• Prepare reports
• Handle sensitive/confidential information

• Knowledge of basic computer hardware, including multi‑function printers.
• Experience with Windows desktop operating systems.
• Working knowledge of a range of diagnostic utilities.
• Familiarity with the fundamental principles of ITIL.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

High school diploma or equivalent and specialized or technical training and/or vocational or technical or business school.

• Certification in CompTIA A+ is a plus.

A minimum of two years’ experience in computer programming, systems analysis, system support, network technician, productions support or on‑the‑job work experience in one or more areas listed.

Can write clearly and succinctly in a variety of communication settings and styles. Has the ability to get messages across that have the desired effect.

Dedicated to meeting the expectations and requirements of internal and external customers.

Adheres to the corporate values of respect, commitment, and integrity.

Sets goals and objectives; identifies roadblocks; uses time effectively and efficiently and can handle uncertainty and cope with change.

Effectively completes assigned tasks, seeks additional opportunities, and continuously strives to improve skills and abilities.