Service Desk Representative

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

Service Desk Representative The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates.

Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Pay Range:$24.56 - $35.62

Scheduled Weekly

Hours:

40

What You’ll Be Doing Responsible for providing team member support and software, hardware, and network assistance. Responds to and diagnoses problems through discussions with team members, procedures and through instructions. Includes problem recognition, research, and isolation as well as documentation, tracking and monitoring of problems to ensure timely resolution.

Perform entry-level analysis and follow-up concerning security controls and updates.

Perform entry-level support and troubleshooting of network connectivity, using appropriate software, to review PC statistics, Properly process Active Directory/email account creation, Password resets to ensure that PC's are in proper Organizational Unit.

Perform entry-level duties including basic phone, hardware support, and software support

Including but not limited to processing Pr intelligent requests, troubleshoot basic Office Suite issues, printing issues, manage user accounts, and create network printer and thermal receipt printer queues.

Ensure that department ticket queues are managed properly, including where to access cost breakdowns, and including total costs into ticket before sending for approval.

Use appropriate ticketing software to track and record instances of support, ensuring all established Service Level Agreements (SLA) are met and appropriate levels of details are included with each ticket, including clear description of issue, steps taken to resolve the issue, resolution of incident, and time spent. Ensure that each incident is assigned the appropriate level of Priority and Urgency, as agreed upon with the end user.

Ensure compliance with all hardware and software policies, standards and practices.

Maintain, track, and monitor comprehensive documentation, inventory control, and maintenance records concerning all assigned systems including Standard Operating Procedures, operating records and problem logs to ensure timely resolution/SLA.Monitor system capacity and statistics as assigned.

Provide technical support to all team members.

Administer security requirements for all assigned applications and participate in security reviews/audits.

Oversee functioning, reporting and upgrades of all systems as assigned.

Assign, track, maintain and order supplies for systems as assigned

Required to support 24x7 operations as required.

Additional Job Functions Performs other duties as assigned

Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.

Qualifications High School Diploma or GED required

Less than 1 year of prior related experience requiredA+ preferred

Microsoft Certified Technology Specialist (MCTS) preferred

Knowledge, Skills, and Abilities HP PCs, laptops High Printers High Mobile High Wireless Medium Mac Intosh  Medium Network Connectivity Medium Microsoft Office High Windows High Active Directory Medium Call management (Altiris, Remedy) Medium Terminal emulation Medium Anti-virus (McAfee) Medium File & Print Services Medium Displays understanding of system architecture

Displays responsiveness to user needs

Monitors system performance

Strong oral and written communication

Project/time management skills

Familiar with MS AD structure and schematic

Schools

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