Service Desk Tech

Essential Job Statements

• Provide first-level technical support for hardware, software, and network issues.
• Answer phone calls and respond to emails, ensuring prompt and courteous service
• Perform basic troubleshooting and resolve common technical problems
• Escalate complex issues to Level 2 support, ensuring timely resolution.
• Utilize ITSM tools such as Microsoft, Avaya, and Right Click Tools to log and track incidents and service requests.
• Create and maintain accurate and detailed knowledgebase articles and records of support activities and resolutions for all Incidents and tasks
• Assist in setting up and configuring new hardware and software for end-users.
• Ensure compliance with IT policies and procedures, maintaining system security and integrity.
• Obtain and maintain relevant certifications, such as CompTIA A+ and HDI Customer Service Representative (CSR).
• Perform other duties as assigned, contributing to the overall success and efficiency of the IT service desk.

Not applicable to this position.

Required

Education:

Requires an associate degree and one (1) to two (2) years of related experience, or equivalent combination of related education and experience.

Associate degree in information technology, Computer Science, or a related field.

Years and Type of Required Experience

Minimum 1-2 Year Of Related Experience In IT Support

Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Ability to work in a fast-paced environment, handling multiple priorities, adapt to frequent change, and intense customer interactions.

Has strong recall, reasoning, and problem-solving skills.

Can hear and speak clearly as well as write legibly.

Periods of high stress and fluctuating workloads may occur.

Required to car travel to off-site locations, occasionally in adverse weather conditions.

May have periods of constant interruptions.

Prolonged periods of working alone.

Physical Demands:
Lifting/ Carrying (0-50 lbs.)

Work Position:
Sitting

Physical Requirements:

Manual dexterity (eye/hand coordination), Perform shift work, Hear alarms/telephone/tape recorder, Repetitive arm/hand movements, Color Vision

Mental / Sensory:
Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking

$19.87 - $30.79

Actual salary offers will be based on several key factors to include relevant work experience, credentials, and qualifications.

EEO Employer/Disabled/Protected Veteran