Service Desk Technician

Job Description:

• Will solve issues for moderately complex problems in all technical areas and will solve extremely complex problems in at least one technical area.·
• Apply policies to situations with minimal interpretation.
• Supervision Received/Provided:· Performing project work as assigned under the supervision of a lead or manager.
• Team player attitude, excellent communication skills, and the capacity to work with minimum supervision; good customer handling skills.·
• Bachelor’s Degree preferred·
• Two-four years of experience configuring, installing, troubleshooting and repairing printers, PC and laptops.
• Ability to provide technical support to computer users both on the telephone and face-to-face when necessary·
• Strong amount of technical knowledge of Windows XP, Windows 7,Microsoft Office 2003/2007 products, Market Data Applications (ex. Bloomberg)and telephony environments.
• Expert level knowledge in at least one of these areas.· Ability to broaden knowledge in the functional areas of IT and be proficient in 2 or more functional areas·
• Strong basic execution capabilities within functional areas of IT·
• Moderate proficiency in troubleshooting desktop computer issues, both hardware and software·
• Ability to manage a work queue in a ticketing system Illustrative Responsibilities·
• The focus of a service desk person is to stay at the service desk and service people over the phone.
• Some problems are more easily handled in person, also during periods of high call volume, problems may be delegated to a desk top support person from a service desk person for reasons of efficiency.
• Provide Level 1 technical support for users of desktop hardware and software in the same location and level 2 technical support for users of desktop hardware and software in remote locations.·
• For any problem where the user is in the same location, during periods of very high call volume, incumbent may forward the problem to a desktop support member.