Service Desk Technician

Job Description

Job Description

The Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions

IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.

Support of disaster recovery solutions.

Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.

Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

System documentation maintenance and review in knowledge base.

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties & Responsibilities

Improve customer service, perception, and satisfaction.

Fast turnaround of customer requests.

Ability to work in a team and communicate effectively.

Work with the Technical Support Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.

Escalate service requests that require engineer level support.

Responsible for entering time and expenses in system as they occur.

Understand processes by completing assigned training materials and blueprints on vendor specific University sites.

Enter all work as service tickets accurately and on-time.

Education & Experience

BA/BS, preferably in computer science or a related field.

A+, Network+ and/or Microsoft Certifications preferred but not required.

2-5 years of IT or related experience.

Full-time