Tier 1 Service Desk

* NOT OPEN TO C2C OR W2 REFERRALS AT THIS TIME*

Position: Service Desk

Location: Hybrid
- Oklahoma City, OK (3 days onsite, 2 days remote)

Schedule: M-F, 6 AM - 3 PM

Overview

The individual will be working alongside our Service Desk Support team. This team consists of a number of support techs who provide technical phone support to all employees. The role will consist of a variety of responsibilities all with an end goal of providing excellent customer service.

Personnel Tasks/Qualifications

Responsible for collection of incident information through customer conversation, and self-service support tools. Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.

Executes against established Service Level Agreements (SLA). Documents resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems.

The Opportunity:

• As a Service Desk Technician, you are responsible for collection of incident information through customer conversation, and self-service support tools.
• You will conduct initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
• Documents resolutions and updates self-help and staff knowledge bases.
• Alerts management to recurring problems and patterns of problems.

Responsibilities:

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, mobile device, and other computer-related technologies.
• Communicates promptly on progress and engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Troubleshoots problems with operating systems, applications, remote access, email, and telephone and wireless issues.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to appropriate team.
• Defines and classifies level, priority and nature of problem, request and/or issue.
• Responsible for opening, tracking, and closing trouble tickets.
• Ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned.
• Active Directory account management and RSA token provisioning.

Qualifications:

• Requires basic job knowledge of systems and procedures obtained through prior work experience or education.
• Preferably has Service Desk experience. May require vocational or technical education in addition to related work experience.
• Proficiency with Windows 11 operating system.
• Experience and knowledge of installation, configuration, and troubleshooting of computers.
• Knowledge of help desk call tracking management systems;
  Service Now desired.