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Service Desk Technician
Service Desk TechnicianComResource • Columbus, OH, US
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Service Desk Technician

Service Desk Technician

ComResource • Columbus, OH, US
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

Job Description

The Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include : workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • Support of disaster recovery solutions.
  • Basic technical support at the network level : WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support : VPN, Terminal Services, and Citrix.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • System documentation maintenance and review in knowledge base.
  • Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties & Responsibilities

  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Work with the Technical Support Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Escalate service requests that require engineer level support.
  • Responsible for entering time and expenses in system as they occur.
  • Understand processes by completing assigned training materials and blueprints on vendor specific University sites.
  • Enter all work as service tickets accurately and on-time.

    • Education & Experience

  • BA / BS, preferably in computer science or a related field.
  • A+, Network+ and / or Microsoft Certifications preferred but not required.
  • 2-5 years of IT or related experience.
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