Job Description

About the Role


The entry-level Service Desk technician will manage Enterprise tickets across internal and external case management systems. Primary responsibilities include assigning, updating, and escalating customer tickets. They will own the follow-up and engagement of the broader support teams to ensure tickets are being addressed within SLA.

Responsibilities

• Maintain customer tickets within our case management system and update our Customer's case management system.
• Control the process of receiving, assigning, and completing internal tickets.
• Ensure correct notes, categories, and statuses for tickets.
• Ensure ticket resolution checklists are being followed.
• Stay updated on the progress of resolving tickets within SLA.
• Ensure Field technicians follow all company standard operating procedures.
• Support other teams within the organization as needed.
• Process customer replacement parts and/or systems.
• Identify opportunities for improvement.
• Provide ongoing feedback and guidance.
• Own the customer experience and drive initiatives for improvement.

Requirements

• Follow procedures to communicate, report, and escalate incidents to appropriate Shift Leads.
• Learn the client's business and maintain a strong client focus to understand the impact of their work when working on tickets and assigned tasks.
• Fundamental understanding of computer architecture (CPU, power supply, memory, graphics cards, flash memory, etc.).
• Technically curious and eager to expand knowledge within the enterprise computing space.
• Experience working in an IT support environment.
• Analytical, problem-solving, and detail-oriented.
• Strong oral and written communication skills.
• Proactive, positive, deliberate, and focused thinking.
• Contribute to a positive and effective team environment by sharing information with others, contributing to regular team meetings, asking questions, and staying apprised of the status of others' work.

Minimum Qualifications

• Knowledge of computer or server hardware with an understanding of component & system-type failures.
• Associate Degree in IT, Computer Science, or Electronics; Certificate of Completion of Technical School (A+, Network+, Server+, etc.); or equivalent experience.
• 1+ years of experience in hardware testing and break-fix.
• 1+ years of experience operating in an IT support environment.
• Comfort working with the Microsoft 365 suite of tools.

Job Tags

Shift work

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