Service Desk Technician

General Summary

The Service Desk Technician provides frontline technical support and customer service to internal staff and external users. This role ensures seamless user experiences by responding to and resolving technology-related inquiries, troubleshooting issues, and contributing to the continuous improvement of IT support processes.

Essential Job Functions

• Provides first-level technical support for hardware, software, system access, and network-related issues by responding to service desk requests through ticketing systems, email, phone, or in person.
• Affords assistance in the setup, maintenance, and troubleshooting of desktops, laptops, mobile devices, and peripheral equipment to ensure continuous operations.
• Manages user accounts and access through Active Directory, Azure Active Directory, and Microsoft 365, maintaining appropriate security and permission levels.
• Supports the configuration, installation, and updates of operating systems, productivity applications, and standard business tools used across the organization.
• Maintains accurate and up-to-date documentation, including technical manuals, internal procedures, user guides, and support knowledge bases.
• Collaborates with infrastructure, cybersecurity, and other IT teams to troubleshoot complex technical issues and support enterprise-wide technology initiatives.
• Identifies recurring problems, analyzes root causes, and recommends process or technical improvements to enhance system efficiency and end-user satisfaction.
• Provides clear, courteous, and solution-oriented communication to users at all levels of technical proficiency, promoting positive and professional service experience.
• Affords assistance in the training of staff on IT systems, support procedures, and self-service resources to promote efficient technology usage.
• Participates in IT projects and testing efforts, including system upgrades, deployments, and the implementation of new tools or services.

Education And Experience

• Bachelor’s degree in information technology or equivalent experience, Computer Science, or a related field preferred.
• 2+ years of experience in a technical support or help desk role.
• Proficiency in Microsoft 365 administration.
• Proficiency in Active Directory and Azure Active Directory.
• Intermediate knowledge of Windows 10/11 desktop support.
• Knowledge of network infrastructure.
• Knowledge of help desk operations, support processes, and ticketing systems and proficiency in using help desk software and tools.

Competencies

• Active Listening: Able to receive and comprehend speech without judgment in an attentive manner, evaluate and respectfully respond to another person in a way that demonstrates respect and compassion.
• Analytical Insight: Derives meaningful information and conclusions from analyzing data, revealing patterns, trends and relationships that can inform decision making.
• Collaboration: Builds authentic relationships and harnesses the energy of others. Adapts interpersonal style and models productive dialogue and debate.
• Communication: Communicates clearly and concisely across all channels, reflecting Concordia Plans values and fostering mutual understanding in all internal and external communications.
• Consultative Approach: Listens actively, responding empathetically and constructively to promote trust and clarity, identifies underlying needs and engages in solution development through open dialogue and strategic questioning.
• Data Analysis: Ability to securely collect, maintain, research, evaluate, and summarize data for utilization in various business practices, data analysis, and reporting. Effectively utilizing relevant information to develop realistic solutions/recommendations.
• Data Security: Able to show discretion, keep confidences and set appropriate boundaries, as well as secure and protect confidential and protected information.
• Detail-Oriented: Demonstrates precision and thoroughness in all work, ensuring accuracy and completeness with a high level of attention to detail.
• Learning Agility: Learns new skills easily, climbs the learning curve rapidly, and applies new knowledge quickly.
• Problem-Solving: Uses rigorous logic, systematic methods, and analysis to solve difficult problems, able to exercise discretion and make decisions to resolve issues and questions, anticipates the implications and consequences of situations and takes appropriate action, is excellent at objective analysis, and asks questions, seeks answers and engages others in analyzing and developing solutions.
• Project Management: Efficiently allocates time, resources, and attention to manage the scope, timelines, and deliverables; keeping teams aligned and stakeholders informed.
• Results-Oriented: Consistently drives toward outcomes, self-motivated and focused on goals while managing time and priorities effectively with minimal supervision.
• Social/Interpersonal skills: Interacts effectively with a wide variety of people, respectfully maintains the dignity of others, willingness to offer others personal incite and perspectives, and able to balance interactions between compassion, encouragement, and accommodation.
• Teamwork: Collaborates across the organization and within own team: Participates fully in assigned and adjunct teams, fosters a collaborative spirit, builds collaborative networks with internal staff and vendor representatives.
• Trustworthy: Acts with integrity, being honest and credible, reliable, having positive intent, able to present the unvarnished truth appropriately and helpfully; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.