Service Desk Technician

Position Summary

Reporting to the Senior Service Desk Specialist, the Service Desk Technician provides technical support via phone, email, chat consultations. Incumbent must be able to operate in Windows comfortably and Apple environments, and some user knowledge of Linux/Unix shell environments. This is a service-oriented phone support call center environment; assisting or redirecting students, faculty, and staff on a wide range of issues.

Subject to business needs, we may support flexible and remote work arrangements. Options will be discussed during the interview process.

Responsibilities

Provide accurate and rapid response to customer problems to ensure customer productivity.

Gather, organize, and document relevant information directly from customers.

Consistently apply excellent customer-service techniques to all interactions and work (e.g., set expectations appropriately, confirm problem is resolved, understood correctly and ensure satisfaction).

Utilize Knowledge Management system content (knowledge bases) and personal technical background to identify and resolve IT issues.

Work with junior members of the Service Desk, providing guidance and handling escalations.

Monitor and oversee the work of other team members when needed.

Escalate single-user issues when and where appropriate (e.g., service owners, Senior Service Desk Specialist, other Help desks) as per knowledge content and training.

Participate in Service Desk tasks and projects when appropriate.

Perform additional duties as assigned and/or requested.

Minimum Qualifications

Strong knowledge of Windows and Apple operating systems, connectivity and email applications, network troubleshooting, web tools and problem-diagnosis skills.

Experience troubleshooting ID/authentication issues.

1+ years of full-time frontline helpdesk/tech support experience.

Some user knowledge of Linux/UNIX shell environments.

HDI certification (Support Center Analyst, Desktop Support Technician, Customer Service Representative).

Knowledge Centered Support Publisher Certification.

A+, Network+ certification.

Minimum 3 years’ Customer Service experience (in any industry).

Minimum 3 years’ previous Service Desk or Desktop Support experience supporting internal customers.

Minimum 3 years’ experience supporting Windows and Mac environments.

Other Requirements

Ability to communicate clearly via the telephone, utilizing active listening skills, asking questions for clarification, and using interpersonal skills such as empathy and patience.

Ability to identify and diagnose basic IT problems and recommend solutions; and self-motivated to use available resources to find the best solution possible.

Ability to work in a fast-paced, team-based, customer service-oriented environment.

Ability to work as part of a cohesive team and on own initiative with minimal direction.

Highly organized individual with ability to learn quickly, prioritize, and an eye for attention to detail.

Demonstrated ability to multitask in a high-pressure environment and focus despite frequent interruptions.

Demonstrated ability to speak and write clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.