Service Desk Technician (Weekend Shift)

Duties & Responsibilities

• Provide Tier 1 technical support to end-users via phone, email, and chat to include remote computer support.
• Owning, tracking, and resolving Information Technology (IT) incidents and requests.
• Fulfilling requests and resolving incidents on a daily basis to ensure service-related issues are identified and resolved within established Service Level Objectives (SLO’s).
• Create, document, and maintain support tickets in the ticketing system, ensuring accuracy in details, classification, and status.
• Responding to alerts and escalations and working with both end user and IT support groups to develop strategic solutions to recurring problems.
• Provide knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge Base, Standard Operating Procedures (SOP’s), the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide the appropriate actions.
• Logging/Tracking trouble tickets to escalate to other IT support groups.
• Create, modify, or deactivate user accounts.
• Develop and maintain operational & knowledge management documentation in the Service Desk Tier 1 document management system.
• Respond to all assigned calls and messages in order of priority and severity.
• Serve as the First contact for users via phone or email for all IT-related inquiries and incidents.
• Identify and escalate more complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with all necessary information.
• Provide a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department.
• Maintain a professional appearance and demeanor during duty hours and when working with the user community.

Qualifications

• Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1).
• High School Diploma with a minimum of 1-2 years of relevant experience in a help desk or technical support role.
• A proven track record of providing exceptional customer service.
• Basic troubleshooting and knowledge of IT systems and Applications, their Operating systems (Windows), Microsoft Office, O365 web browsers, electronic email and other software.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong customer service orientation.
• Prominent analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure fast paced environment.
• Possess excellent written, verbal, and interpersonal communication skills.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.