Service Desk Technician I

Job Responsibilities

• Provide first level contact, follow-ups, and resolutions to customer issues.
• Ensure accurate incident recording, documentation and prompt closure of tickets.
• Escalate tickets to an appropriate area or operating unit, as warranted.
• Author internal and public knowledge base articles for documentation and how-to purposes.
• Perform (re)imaging of PCs, migration of user data, and minor desktop/laptop hardware replacement.
• Interact with appropriate vendors as needed to resolve advanced issues.

Job Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related degree with 1+ year of experience in an IT support role; or an Associate’s degree with 3+ years of experience in an IT support role.
• Proficiency working with and troubleshooting Windows and Mac operating systems, printers, peripherals, mobile devices (iOS and Android).
• Proficiency working with and troubleshooting Office 365.
• Experience with ITSM/ticketing software, TeamDynamix prefered.
• Excellent customer service and problem-solving skills.
• Excellent oral/written communication skills.
• Ability to thrive as part of a team as well as work independently.

Preferred Qualifications

• Experience in a higher education environment.
• Experience providing remote support (SCCM, Bomgar, Teams etc.).
• CompTIA A+ certification.

Benefits

• Comprehensive insurance plans including medical, dental, vision and prescription coverage.
• Tax advantaged accounts including health savings accounts, flexible spending accounts, and dependent care account.
• Financial security via life and long-term disability insurance, accident and illness insurance, and retirement savings plans.
• Moderate paid time off work options including vacation, sick leave and holidays.
• Tuition remission for employees and their eligible dependents.