Service Desk (SD1)

The Service Desk Analyzes and troubleshoots computer support problems and applies his or her understanding of computer software and hardware products and services to resolve user problems.

Years of Relevant Experience
0 to 3 years
A+ certification preferred

Preferred Education:
Usually prefer two years of postsecondary training in field of specialty; may accept equivalent education and experience combined.

Role Description:
·         Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
·         Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
·         Escalate problems in accordance with defined procedures.
·         Assist users through problem solving steps.
·         Use technical databases to research problems and talk with co-workers to research problems and find solutions.
·         Test software and hardware for troubleshooting and problem resolution.
§   Provide service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies, i.e., terminals, printers, personal computers, etc.).
§   Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts and making technical adjustments.
§   Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
§   Assist in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environments.
§   Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
§   Support shared software, such as operating systems, configuration management tools, application, and development tools, testing tools, compilers, and code editors.
§   Communicate accurate and useful status updates.
§   Manage and report time spent on all work activities.
§   Follow quality standards.
§   Ability to work in a team environment.
§   Complete assigned tasks.
§   Strong communication skills; both written and spoken