Service Desk Technician (Tier 1)

Summary

About the role

Provides support via phone, e-mail and chat for various PC hardware and software applications.

Responsibilities

• Supports employees of corporate clients via phone, e-mail and chat.
• Assists users in troubleshooting Outlook.
• Supports Microsoft Operating Systems (Windows7, Windows 10).
• Supports Microsoft Office Products (Word, Excel, PowerPoint, Office365).
• Supports mobile devices including configuration and email sync.
• Handles 50-60 issues per day efficiently and appropriately.
• Maintains regular and punctual attendance.
• Utilizes Active Directory database to reset network passwords.
• Assists users in adding and changing network printers.
• Provides technical support for VPN connectivity issues.
• Controls user’s computers utilizing remote access tools.
• Troubleshoots remote access connectivity problems.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
• Supports and conducts self in a manner consistent with client service expectations.

Qualifications

• Equivalent combination of education and experience accepted.
• Education: Trade School Certificate or Associate Degree in related field.
• Experience: 1 year experience in call center or service desk environment.
• Knowledge: Various PC hardware and software applications including: Operating Systems: Windows 7, Windows 10 Office 365 Support User creations/terminations (tasks/requests) End-user self-service tools Cloud support – multiple device data syncing ServiceNow or other ticketing systems Word, Excel, PowerPoint, Office365, Outlook, Lotus Notes, etc. Internet Service Provider (ISP), Cable Modem, and Internet Support.
• Technical Requirements: Effective troubleshooting and documentation skillsExperience navigating a knowledgebaseProficient use of Microsoft Office applications.
• Certifications: None

Skills and Abilities

• Strong technical and client interaction skills.
• Self-starter with excellent organizational, administrative and interpersonal skills.
• Ability to follow through with tasks, projects, and troubleshooting with minimal supervision.
• Excellent oral, written, technical, and business communication skills.
• Ability to multi-task and work in fast paced environment.

Physical Demands

• While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms.
• The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl.
• The employee may occasionally lift and/or move up to 10 pounds.

Benefits

Hourly Compensation Range: $16/hr to $18/hr.