Service Desk Technician Level 1

Description Service Desk Technician Level 1 (SDT L1) Overview Service desk technicians are first responders to reported and ticketed client issues. The Service Desk Technician (SDT) is responsible for providing professional, considerate, and timely reactive remote support for clients that rely on IT systems to work efficiently. SDTs are responsible for quick response and resolution to client service issues, as well as timely communications to clients about work being performed. SDTs must work within the reactive services framework of the Service Desk using established team processes. Role SDT roles will vary based on SDT skill set and therefore ticket types assigned. The following outlines the responsibility of a SDT L1 role: L1: Triage and user MACsEssential Job FunctionsProvide support to end users of managed services clientsTake direction from the Service Desk Manager (SDM) and manage ticket assignments relative to ticket priority and ageFollow specific Service Desk Team documented processes and workflowsWork assigned tickets from triage through completionUse our suite of service desk and tools to diagnose and resolve client support issuesRefer to client technical documentation for information that will help you understand and resolve client technology issuesEscalate assigned aging tickets to the SDT L2 or L3 when assigned tickets cannot be resolved within 1-hour to maintain acceptable average resolution time KPISeek assistance from the SDT L2, L3 or SDM when stuckDocument service work and time in ConnectWiseUnderstand the implications and effect of service procedures, steps, and tasks that your work will have on client infrastructure, uptime, and potential business interruptionWork collaboratively with the members of the Service Desk Team, and cross functionally with all service delivery teams and team members familiar with the client environment and businessWork with the SDM to identify chronic service issues across the client baseProvide after hours on call support based on the on-call schedule/rotationMaintain technical skills required to perform the SDT roleAttend and participate in weekly one-on-ones with SDM and monthly team meetingsCompensation and BenefitsBCBS/BCN Health Insurance OptionsSimple IRA - 3% Employer MatchAnnual Clothing Stipend - $100Monthly Phone Stipend - $15/monthPaid Life Insurance and Short Term DisabilityEligible for Bonuses through Recognition and Certification Programs Requirements Education and ExperienceTechnical skill relevant to technologies supported (ongoing)Strong organizational and coordination skillsExcellent communication abilities for effective client and team interactionsAbility to manage multiple tasks and prioritize effectivelyTechnical skill relevant to technologies supported (ongoing)Strong organizational and coordination skillsExcellent communication abilities for effective client and team interactionsAbility to manage multiple tasks and prioritize effectivelyWorking ConditionsFull-time, Monday-FridayOccasional OT (1.5x)Ability to lift 50+ lbs.In-Office; Saginaw, MIVery limited travel for trainings as needed.Requires participation in an on-call rotation, alternating between weekday and weekend rotations (approximately every 4-8 weeks, depending on staffing).Ability to pass a background check and driver's check. SDT L1s report directly to the Service Desk Manager.