Service Desk Technician

The Service Desk Technician is part of a team responsible for professionally and timely serving as the contact for elevated customers inquiring about technical service requests either over the phone or through email. This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.

Key Elements of the Role

This role will be on-site with the technical skills to understand and fix the day-to-day computer and network issues, along with a professional, customer-focused demeanor in person and over the phone.

Additionally, you will:

• Provide IT support for escalated technical issues involving Microsoft's core business applications and operating systems.
• Support and facilitate disaster recovery solutions.
• Deliver technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Provide remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Review and report on the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• Maintain system documentation and review in the Connect Wise system.
• Communicate with customers, informing them of incident progress, notifying them of impending changes, and planned outages.
• Build effective rapport with customers by understanding their IT needs and resolving challenges and concerns effectively.
• Identify and resolve the root cause of customer issues.
• Continually strive to improve customer service, perception, and overall customer satisfaction.
• Promote fast and efficient solutions to customer requests.
• Identify and escalate service requests that require engineer-level support in a timely manner.
• Perform remote troubleshooting through diagnostic techniques and by asking pertinent questions.
• Clearly walk the customer through the problem-solving process.
• Enter all work as service tickets into the Connect Wise system in a timely and proficient manner.
• Travel to local clients for escalated issues.
• Additional duties and projects as assigned.

Experience and Background Required

• BA/ BS, preferably in computer science or a related field, or equivalent.
• 3+ years of experience providing IT support in a Microsoft Windows environment.
• Developed understanding of operating systems, business applications, printing systems, and network systems.
• Excellent organizational skills; enthusiasm for multi-tasking.
• Strong interpersonal and communication skills, both verbally and in writing. The ability to demonstrate active listening and customer care.
• Technical awareness: the ability to match resources to technical issues appropriately.
• A solid understanding of the organization's key services and proactively seeking ways to meet customer needs to provide a positive resolution.

Core Competencies:

• Problem Solving - Identifies and analyzes problems, sorts through information to identify accuracy, evaluates solutions and alternatives, resulting in making effective recommendations.
• Customer Satisfaction - Provides and delivers professional, helpful, high-quality service and assistance to ensure customers' needs are met and exceeded.
• Results Driven - Creates and drives a culture that is solutions-focused, builds cooperation, encourages teamwork, and resolves conflict effectively.
• Building Coalitions - Builds partnerships, collaborating and leveraging team talent to meet and exceed team and company goals. Works with other departments, contractors, and staff to ensure excellent customer service.

Goals for this Role

To provide the best customer experience by resolving issues in a timely and professional manner.

To ensure accurate tracking of customer requests.

Effectively communicate escalated customer issues to the team and the leader.

Essential Physical and Mental Requirements

• Physical:
  Must be able to sit for a number of hours, climb stairs, walk to other workstations and equipment, and do repetitive motions when using equipment such as a telephone, calculator, or computer. Must be able to lift 25 lbs.
• Sensory:
  Must be able to hear, read, write, and speak clearly to effectively communicate in person and via telephone.
• Mental:
  Must be able to perform complex or varied tasks; effectively influence or redirect staff on a consistent basis; ability to understand directions; make generalizations, evaluations, or decisions without immediate supervision; accept and carry out responsibilities.