Information Technology Technician

The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to communicate effectively within the team and to end-users. As a member of the IT Service Desk, the IT Service Desk Technician will work closely with senior team members to implement predefined processes and assists with the creation of new SOPs, Knowledge Base articles, and other forms of support documentation.

Position Description (Essential Duties & Responsibilities)

• Support and troubleshoot workstation, software, and network related issues
• Perform systems administration for Office 365, Active Directory, and workstations across multiple locations
• Escalate issues through the proper channels with detailed information
• Manage incidents according to urgency and impact
• Clearly document support issues and all resolution steps in ticketing system
• Monitor trends from reported incidents to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruption
• Update incidents and request, while maintaining good communication with the end-user until issue is resolved
• Provide Telephony administration and support using BroadSoft
• PC hardware imaging, and configuration
• Consistent and accurate updating of Asset information in the CMDB
• Workstation setup and cable management
• Create and update Knowledge Base articles including, technical, and self-help documents
• Ability to lift and carry IT hardware
• Up to 10% travel possible
• Perform additional duties as necessary

Knowledge/Skills/Experience

Basic (Required)

• 1-3 years of Service Desk, Help Desk or Support Center experience
• Proficient technical support skills with Dell and Apple hardware, Windows 10, macOS, iOS and Android devices
• 3+ years of experience troubleshooting technology related issues
• Practical understanding of Group Policy, Active Directory, DNS and DHCP etc.
• Experience supporting PC’s in a Windows Active Directory environment
• Prior experience using remote tools such as TeamViewer
• Ability to work well independently and as part of a team
• Excellent written, verbal, and interpersonal communications skills

Preferred

• 4+ years of experience working as a Service Desk Technician
• A+ Certification, Network+ Certification
• Associates or bachelor’s degree in an IT related discipline
• Knowledge of Information Technology Service Management (ITSM) systems