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Service Desk Technician

Service Desk Technician

Sunrise SystemsSecaucus, New Jersey, United States
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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
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    Service Desk Technician • Secaucus, New Jersey, United States

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