Service Desk Technician

JOB SUMMARY

Provide technical software, hardware and network problem resolution support and technical guidance to end users. Document, test, create or modify computer systems, instructions and procedures.

COMPETENCIES

• Technical/Functional Expertise – Extensive experience with computer/laptop hardware and software, a variety of printers, and a variety of applications. Proficient in mobility tools and services. Strong installation, configuration and troubleshooting ability. High technical expertise to effectively handle accurate IS technical procurement activities. Exercises sound professional judgment in the analysis of problems in order to properly resolve them.

• Customer/Client Focus - Able to clearly and concisely communicate written and verbal information and messages to others in a technical and non-technical manner depending on the audience. Exceptional interpersonal skills. Strong communications skills to effectively consult with end users to provide explanation, guidance and direction on requests and issues. Exemplary customer service skills with the ability to deliver consistent, professional communications.

• Analysis – Detail oriented. Able to gather relevant information. Able to consider broad range of issues and factors. Able to perceive relationships among diverse technology. Able to use logic effectively. Able to analyze user requirements and issues accurately and proactively.

• Time Management – Able to set work priorities and make decisions around workload. Able to work on several tasks simultaneously. Able to identify priorities and manage time appropriately to complete them.

• Planning and Organizing – Able to plan workload in order to meet Firm and IT Department objectives around workload. Able to use time efficiently and develop realistic action plans. Able to create and follow system and applications test plans. Able to organize to ensure all workload is completed within SLAs.

• Adaptability – Adapts to changes in the work environment, with the skills to manage competing demands. Able to deal with frequent change, delays or unexpected events effectively.

• Resourcefulness – Is forward thinking and able to use creativity, probing and research skills. Is flexible and innovative in utilizing methods and resources. Is not wedded to a specific approach and remains open minded to ideas and approaches of collaborators.

ESSENTIAL JOB FUNCTIONS

• Expert Level First line support for all end user IS requests (Service Desk / Help Desk), including but not limited to computer and laptop, printers, software and mobility requests. Review and troubleshoot reported incidents and service requests daily. Identify, diagnose and resolve technical support issues with end users within prioritized timeline. Respond to user requests and determine nature and extent of support needed. Document status, progress notes and resolutions in service desk tracking system. Document and implement job aids, instructional materials and test plans. Proficient with ticketing systems. Able to handle administrative duties within application.

• Install, configure, maintain and troubleshoot a wide range of selected software, hardware and accessory components. Consult with end users to determine hardware, software and/or system function specifications, identify technical assistance requirements and advise users on service requests and service tickets. Perform hardware/software upgrades to existing computer equipment as required.

• Triage and complete operation service requests, including but not limited to hardware repair, printers, PC optimization, PC/Thin Client set-ups, telephone set-ups and user account management. Manage and/or work closely with service vendors on site or over the phone to provide direction in order to ensure continuity of services. Provide technical equipment and set up for laptops, projectors, and other media, for staff presentations, meetings or training.

• Escalate technical support issues that cannot be addressed by the Service Desk to the appropriate IT resource. Facilitate procurement activities. Identify hardware, software, server and mobility hardware and services needs/requirements. Develop price quote information and execute purchases per approvals. Manage documentation of hardware inventories and licenses. Participate in the on-call rotation, providing Tier 1 end-user support and triaging in the event of a major issue.

REQUIRED / PREFERRED SKILLS

• Excellent Customer Service Skills

• Active Directory user and security group management

• Strong working knowledge of Windows 11

• Proficient with Microsoft O365. SharePoint / Teams / OneDrive

• Microsoft System Center (SCSM) suite

• PC Hardware Repair proficiency

• Experience / familiarity with telecommunication systems (Zoom phone)

• iOS (iPhone) and Android configuration and troubleshooting

• Audiovisual Equipment (Conference phones, Videoconferencing, Videoconferencing Management Systems, Flat Screen Displays)

• Expert understanding of desktop and laptop hardware components

• Mobile Devices and Telecommunications Services Associated with Devices (smartphones)

• General networking concepts

EDUCATION & WORK EXPERIENCE

• 3 - 5 years’ experience in IT

• Associate degree or bachelor’s degree preferred

PHYSICAL DEMANDS

• Sit, talk, or hear

• Occasionally lift and/or move up to 25 pounds

• Close vision and ability to adjust focus

• Normal office working conditions, with quiet to moderate noise level within the work environment

COMPENSATION

A salary commensurate with experience and accomplishments.

WORK ENVIRONMENT

• Normal office working conditions, with quiet to moderate noise level within the work environment