Service Desk Technician

Job Description:

Short

Description:

Service Desk Technician Complete

Description:

The Service Desk Technician - Journeyman provides technical support for customers who experience computer and software issues in the areas of standard Windows desktop applications as well as applications developed by the client and its vendors. This position serves as the first point of contact for troubleshooting hardware and software problems.

Duties & Responsibilities:

a. Respond to service requests and service incidents reported by client staff via phone, email, or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements.b. Ability to provide tier 1 support for a Windows-based desktop environment, including common desktop applications such as Microsoft
365 and Adobe, as well as managing user accounts and Active Directory.c. Ability to provide tier 1 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft
365, and authentication applications.d. Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets.e. Interact with network team and application development teams to restore services and/or identify and correct issues.f. Simulate or re-create user problems to resolve incidents.g. Recommend system modifications to reduce user problems and service incidents.

Qualifications

Required Experience:

At least three (3) years of experience in the following:a. Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management;b. Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;c. Configuring, imaging and deploying Windows based laptops, printers, and desktop assets;d. Workflow management applications such as Zen Desk, Service Now, Ivanti, or BMC Helix.e. CompTIA A+ certified

Preferred Experience:

At least three (3) years of experience in the following:a. Endpoint protection and management tools such as Cisco AMP, Absolute, or HP Sure Click;b. IT asset management and tracking tools such as Oomnitza, Service Now, Ivanti, or BMC Helix.

Skills Matrix:

Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management. Required 3 Years Providing help desk support for iOS devices, iOS-based applications, and iCloud account management. Required 3 Years Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets. Required 3 Years Workflow management applications such as Zen Desk, Service Now, Ivanti, or BMC Helix.

Required 3 Years

CompTIA A+ certified. Required Endpoint protection and management tools such as Cisco AMP, Absolute, or HP Sure Click. Highly desired 3 YearsIT asset management and tracking tools such as Oomnitza, Service Now, Ivanti, or BMC Helix. Highly desired 3 Years Flexible work from home options available.
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