IT Service Desk

JOB DESCRIPTION

Remote in the US

Overview:
The Service Desk Technician will provide support of internal systems, hardware and applications while coordinating with internal support teams to minimize disruptions to business operations. The ideal candidate embodies the company values of Integrity, Courage, Passion, Curiosity, Impact and being Human Centered.

Essential Duties and Responsibilities:

• Serve as first point of contact for technical support to employees via calls, chat, email, and remote support
• Utilize technical skills, historical records, knowledgebase, tools to analyze and diagnose customer issues
• Perform analysis and triage of technology issues including data collection, and (if required) escalation to Tier 2 support teams
• Evaluate and fulfill Service Requests in accordance with established guidelines and organizational Service Level Agreements
• Communicate directly and effectively with a large and diverse audience
• Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes
• Collaborates regularly with the Technology teams to resolve technical issues and continually improve the technology experience for all our employees
• Ensure adherence to organizational security practices to protect and control company systems and data
• Stay current with newest technology trends and developments to provide creative and efficient solutions

Requirements (Must have intermediate level knowledge of the following):

• Troubleshooting fundamentals
• Current Windows Operating Systems and built-in applications
• Troubleshooting iOS Mobile devices and applications
• Microsoft Active Directory/GPO and Networking Protocols (DHCP, DNS, etc.)
• Cyber security fundamentals and best practices including identity and access management
• Conferencing audio/visual solutions and VOIP technologies
• A desire to learn new technologies and grow their technical skill set

Skills and Experience (Preferred Not Required):

• A+ Certification
• Intermediate knowledge of Chrome OS and Mac OS
• Experience providing remote support via phone and chat
• Experience with Single Sign-On systems
• Basic knowledge of G-Suite in a corporate environment

Physical Requirements:

• Be able to remain in a seated position for more than 50 percent of the workday
• Ability to operate a computer keyboard and other office equipment
• Have adequate visual and hearing acuity to follow instructions, and determine accuracy of the work assigned