Help Desk Technician - Elkton, IL

Help Desk Technician

Location:

Elkton, IL

Job Type: Direct Hire

Salary: $40,000

Company

Description:

The client provides exceptional value through IT managed services that assures a fixed cost for our business partners. Our highly trained and motivated professionals will constantly strive to offer proactive services that maximize the profits, productivity and competitive advantages of those partners. We develop, expand and maintain local and wide area networks, servers, workstations and applications. Productivity increases dramatically when company team members and locations communicate quickly and effectively.

Job Description:

The Service Desk Technician's role is to ensure proper computer operation so end users can accomplish their 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 require that the individual give in-person, hands-on help at the desktop level.

Responsibilities:

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Ensure maximum profitability on every call.
• Ensure maximum productivity/profitability of the technical staff as a whole.
• Ensure proper procedures are followed by all staff involved.
• Ensure proper response and customer communication for recurring incidents or ongoing issues.

Operational Management:

• Field incoming customer requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Build rapport and treat each customer with respect and provide exceptional customer service as if they were your only customer.
• The goal is to meet or exceed the response and resolution targets for the customer as outlined in the Service Level Agreement.
• Log all pertinent details in a service ticket.
• A new unique service ticket should be created for each customer contact. A closed ticket should only be reopened if a customer indicates service has not been restored within 7 days of resolutions.
• The incident board should be used to create a ticket for a failed service or configuration. The service request board should be used to create a ticket for all requests and preapproved changes.
• Document end user identification information, including company, customer contact, location, and contact information (email & phone) and nature of problem or issue.
• Elicit problem or service request details from the customer and maintain a detailed historical record in the service ticket.
• Check for duplicate or related tickets. Cancel duplicate (same person and issue) tickets. Child related tickets but continue to maintain communication with all users.
• Categorize and prioritize service tickets.
• Each service ticket must be categorized based on the service being repaired or provided. If an incident is a result of a change, indicate by choosing "Change Related" in the Service Item category field.
• Prioritize and schedule work to be performed. Use the severity and impact to determine the priority then schedule work to be performed within the priority based Service Level Agreement.
• Reinforce SLAs to manage end-user expectations.
• Escalate the request (when required) to the appropriately experienced technician.
• Diagnose and resolve the request.
• Record, track and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Document all research to be used as a future knowledge article and to communicate to other technicians should escalation be required.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Clearly document the resolution in business terms that are understandable by…