Desktop Support Technician

General Tasks and Responsibilities Will Include:
Provide support of computer hardware, operating systems, networks, and applications
Install and configure computer desktops, laptops, printer, mobile devices and software.
Experience troubleshooting and resolving computer and network issues in a multi-office work environment
Participate in the implementation of new hardware and products to ensure the application meet the business requirements and the team is trained in their use
Excellent problem-solving skills
Strong communication skills
Hardware and Software troubleshooting
Customer service focused
Experience controlling IT inventory, assets and deployed software
Provide accurate and detail documentation of resolution in the Service Now Ticketing system
Desire to continually learn new technologies and products
Prior experience with ServiceNow ticketing system
Demonstrated experience diagnosing and resolving unique, nonrecurring problems associated with application software and operating systems; determining the source of problems and detailing their level, priority and nature.
Manage level 1 and 1 1/2 service Incidents/requests from report to resolution
Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2
Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
Contribute to the continuous process improvement of the Service Desk Area
Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools
Receive, prioritize, document and actively resolve end user help requests
Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
Follow escalation and paging procedures to ensure SLAs are being met
Provide support and services to users, seeking to resolve as many calls as possible at level 1:
Provide support for issues related to password resets, MS Office, Windows, as well as some issues Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
Participate in special projects as needed and perform other duties as assigned
Must be able to work independently as well as work as part of a fast-moving team
Must be able to work at various locations when necessary along with working various shifts.
Other Preferred Skills:
Excellent Customer Service experience
Knowledge and experience installing and configuring Windows 7 & 10 desktops in an enterprise environment
Excellent verbal and written communication skills
Experience in desktop support and wireless network technologies
Ability to work on multiple projects simultaneously
ITIL Certification a plus
Capable of lifting and installing equipment up to 50 lbs.
Equipment/Machines Operated:
General Office equipment (computer, scanner, printer, phones)
Extensive experience supporting Microsoft Operating Systems and Office Suite
Experience supporting and setup of Droid, iOS, and other PDA devices
Experience supporting internal clients remotely via Remote Control tools such as WebEx and RDP
Experience imaging and deploying new and replacement laptop and desktop equipment
Educational Level:
A Baccalaureate Degree in relevant field from an accredited college or university;
and,
One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs; or,
A Masters Degree in Management, Business Administration, Hospital Administration
Management, Public Administration, Accounting or relevant field from an accredited college or university; or,
A satisfactory combination of education, training and experience.
Years of Experience:
A Baccalaureate Degree in relevant field from an accredited college or university;
and,
One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination.
Familiarity with EDP applications and data processing programs.
 

Desired Skills and Experience

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