Service Desk Technician S2

Service Desk Technician S2

6 months contract (Goes longer based on business need)

onsite

About the Role

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.
• 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
• The ability to lift up to 35 pounds when necessary
• The ability to safely climb ladders when necessary
• The ability to wear personal protective gear correctly when necessary
• The ability to stand and walk throughout the facility for extended periods without loss or reduction of productivity
• The ability to (i) use their hands to handle, control, or feel objects, tools or controls, (ii) make quick, precise adjustments to machine controls, (iii) bend or twist their body and (iv) repeat movements for extended periods without loss or reduction of productivity
3 days ago