Service Desk Technician (Help Desk)

Job Duties

• Providing first contact support and initial triage for IT service desk tickets.
• Maintains, supports, troubleshoots, installs, patches, and upgrades workstations, functional systems, and specialized software and all associated peripherals and information system (IS) based equipment.
• Track and work projects to completion
• Track, route, and redirect problems to correct resources
• Update helpdesk data and produce activity reports
• Walk associates through problem solving process and document resolutions as necessary for knowledge base articles.
• Ensure proper recording, documentation, and closure
• Recommend procedure modifications and improvements

Job Qualifications

• 3-10 years proven experience as a Service Desk Technician
• Bachelor of Science in Computer Science or relevant field or combination of work and education
• Excellent diagnostic and problem-solving skills
• Able to communicate effectively with team members
• Outstanding organizational, project management, and time-management skills
• Able to effectively work independently and on teams
• Troubleshooting experience on Windows platforms
• Experience supporting Microsoft Office applications, including Outlook in an exchange or Office 365 environment
• Experience supporting mobile devices
• Minimum of COMPTIA A+, Network +, or general IT certification(s) preferred
• Provides after-hours/weekend support as needed
• Periodic on-call support for evenings and weekends