Service Desk Technician

Job Type: Full-Time

Vacancy Status:
This posting is for an existing Vacancy

Target Salary Range: 50,000 - 55,000

The compensation for this position is determined by a combination of skills, experience and is aligned to the market in which the job is posted. Your recruiter will provide additional details about our total rewards package during the hiring process.

We are looking for a customer service-oriented Service Desk Technician to provide technical support to users in an efficient and accurate manner. As the first line of support for IT, you will solve technical problems and provide support for all assigned areas. The goal is to ensure service excellence is maintained to the standards set forth by the Alterna.

Service Desk Technicians are responsible for ensuring satisfaction in every step of problem resolution. This includes tracking detailed information about each service need in an incident management system and documenting in the incident management system as they as they troubleshoot the reported problem.

The ability to communicate effectively and professionally with staff at all levels across Alterna is essential.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Make recommendation for improving Service Desk support services

• Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware and potential software products for purchase.
• Write technical specifications for purchase of PCs, networking hardware and related products.

• Field incoming support requests from end users via both telephone, instant messaging and e-mail in a courteous and professional manner.
• Provide first level contact and convey resolutions to end-user issues
• Track, route and redirect problems to correct resources
• Update end-user data and produce activity reports
• Walk end-users through problem solving process
• Follow up with end-users, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed expectations
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of service desk procedures, products and services
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the Service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in and improve upon problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Perform hands‑on fixes at the desktop level, including installing and upgrading Alterna’s standard desktop hardware and software, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Perform on‑site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off‑site repair as needed.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Maintain an…