Sr. IT Service Desk Technician

Essential Functions

• Provide support to end users on a variety of issues such as identifying, researching and resolving technical issues.
• Answer incoming queue calls and voicemail messages, using department procedures.
• Utilize the IT Service Desk electronic ticketing system, Track-It, according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests.
• Configure and troubleshoot Windows 7 in a Microsoft network environment on both desktop and laptop computers.
• Analyze all data/voice system problems and requests.
• Resolve at least 80% - 90% of all calls received, and to coordinate escalation procedures to the appropriate Information Technology staff and/or vendor(s) for those requests that cannot be resolved over the phone.
• Provide desktop support at San Diego locations, including troubleshooting PC hardware/software, and network printers.
• Serve as key resource to less experienced IT Service Desk coworkers to help the whole team excel.
• Create and manage user accounts, the administration of shared resources, and group membership within a Microsoft Active Directory network operating system environment.
• Create and manage user accounts in Google Apps Enterprise portal.
• Administer AS400/Client Access user accounts and resolve MS Windows related printing issues.
• Follow escalation procedures for situations which require an IT Service Desk Supervisor or IT Service Desk Manager to become involved.
• Notify IT Service Desk Manager and IT Service Desk Supervisor of any changes within Information Technology that may cause a change in escalation, major outage, server issue, major move, and/or staffing issue.
• Perform escalated calls and tickets from lower-level technicians.

Qualifications

• A high school diploma or equivalent, required.
• An associate's degree directly related to the position or equivalent, preferred.
• An associate’s degree from a technical school, or similar technical training, minimum three years total experience in IT Service Desk related role(s).
• Strong knowledge of technical equipment and common software packages.
• Advanced user-level hardware and software skills, including MS-DOS, Microsoft Windows (7, XP, Vista, Microsoft Office (2003, 2007), Microsoft Access, Microsoft Outlook, Microsoft Internet Explorer, Anti-virus).
• Intermediate Networking skills.
• Fundamental knowledge of mainframe computers, and Telephony.
• Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
• Excellent verbal and communication skills required.
• Passionate about delivering excellence in customer service within a team environment.
• Ability to read, analyze, and interpret general business/technological periodicals, procedures, and journals.
• Ability to write procedure manuals.
• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to company values.