Service Desk Technician

The entry-level Service Desk technician will manage Enterprise tickets across internal and external case management systems. Primary responsibilities include assigning, updating, and escalating customer tickets. They will own the follow-up and engagement of the broader support teams to ensure tickets are being addressed within SLA.

Responsibilities

• Maintain customer tickets within our case management system and update our Customer's case management system.
• Controlling the process of receiving, assigning, and completing internal tickets.
• Ensuring there are correct notes, categories, and statuses for tickets.
• Ensuring ticket resolution checklists are being followed.
• Staying updated on the progress of resolving the tickets within SLA.
• Ensuring Field technicians are following all company standard operating procedures.
• Support other teams within the organization as needed.
• Process customer replacement parts and or systems.
• Identify opportunities for improvement.
• Provide ongoing feedback and guidance.
• Own the customer experience and drive initiatives for improvement

Requirements

• Follows procedures to communicate, report, and escalate incidents to appropriate Shift leads.
• Learns the client's business and maintains a strong client focus to understand the impact of their work when working on tickets and assigned tasks.
• Fundamental understanding of computer architecture. (CPU, power supply, memory, graphics cards, flash memory, etc.)
• Technically curious, wanting to expand their knowledge and experience within the enterprise computing space.
• Experience working in an IT support environment
• Analytical, problem-solving, and detail-oriented
• Strong oral and written communication skills
• Proactive, positive, deliberate, and focused thinking
• Contributes to a positive and effective team environment by sharing information with others, contributing to regular team meetings, asking questions, and staying apprised of the status of others' work.

Minimum Qualifications

• Computer or Server hardware knowledge with an understanding of component & system-type failures
• Associates Degree in IT, Computer Science, or Electronics, Certificate of Completion of Technical School (A+, Network+, Server+, etc.), or equivalent experience
• 1+ years of experience in hardware testing and break-fix
• 1+ years of experience operating in an IT support environment
• Comfort working with 365 suite of tools