Service Desk Technician

• Devoted to all aspects of computer set-up, installation, troubleshooting, service, upgrades, and maintenance for 2000+ users.
• Must be knowledgeable in all aspects of computer support, diligent and analytical; they also must possess outstanding communication skills.
• Responsible for the effective provisioning, configuration, operation, and maintenance of end-user equipment, including laptops, desktops, phones, mobile devices, audio/visual equipment, and assorted peripherals.
• Main duty is to aid users with IT needs, this may be with hardware, such as computers, printers, scanners or handheld devices or it may be with software programs including handling how computers are networked WAN/LAN/VPN; printing, both locally and on the network; and auxiliary devices such as tablets and smartphones.
• Will generally track all instances of support by creating IT tickets using ticket-tracking software.
• Maintain service level agreements across all IT support areas and Business Areas.
• Often deals directly with the customer, offering consultations, training, solutions, and guidance.
  Good customer service skills are vital.
• Must be professional while providing support to entities in different geographical locations, which may support the general public in customer interfacing facilities.
• May support and participate in Disaster Recovery initiatives.

• The essential functions listed represent the major duties of this role, additional duties may be assigned.
• Handle standard/routine and escalated/complex systems administration tickets and tasks according to documented procedures. (Security, Provisioning, Availability, Special Projects)
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or scheduled outages.
• Ensure accurate asset management and tracking of IT assets according to company protocols, ensuring the most prudent and efficient use of IT assets.
• Responsible for annual technology refresh of desktops, laptops and any other necessary IT assets.
• Serves as the single point of contact and IT liaison for: monitoring systems, performing maintenance, troubleshooting, and provisioning of hardware.
• Performs installation, monitoring, testing, configuration, migration, maintenance and troubleshooting of assigned technology.
• Support planned and unplanned IT infrastructure and network changes and outages as required.
• Collaborates with IT and business area partners on work groups and initiatives

• High school diploma or GED
• 1+ years related work experience in information technology field in a service desk role.
• Working knowledge/experience with a variety of systems to include hardware/software, Windows/macOS as they will serve as escalation for tier 1 service desk issues.
• Ability to travel in company vehicle as needed as needed to retail centers within the region.
• Exerting up to 50 pounds of force occasionally to move objects.
   

• A+ Certification is highly preferred
   

Last updated on Nov 17, 2023