Service Desk Technicians are responsible for troubleshooting problems reported by the end-user through emails, telephone, chat, or in-person, as they are the single point of contact for technical issues. They are expected to communicate customer feedback to the appropriate internal team members and liaise with other support team as necessary to resolve customer requests and achieve customer satisfaction.
- Participate in On-Call rotation
- Provide technical support to help customers resolve IT issues, incidents, requests, and inquiries
- Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents
- Communicate customer feedback to the appropriate internal team members and liaise with other support teams as necessary to resolve customer requests
- Escalate or trouble shoot issues with external vendors
- Analyze IT incident reports and questions to identify trends and make recommendations for changes and to prevent future problems
- Escalate any serious problems to relevant departments and teams and escalates requests that can't be solved at the service desk tier
- Develops documentation related to procedures for technical support, computer and peripheral use, technology inventory, and network resource application
- Participate in team meeting and contribute to IT projects
Qualifications:
- High School diploma or GED
- 3 years experience in IT and Desktop Services
- Preferred: MCSA and/or CompTIA A+ and Network+ Certifications A+, Microsoft, Customer Service fundamentals, Azure or Cisco certifications
Skills:
- Working knowledge of Microsoft Excel and MS Word; basic keyboarding and calculator sills; must be able to perform advanced math and carry out complex instructions
- Work occasionally requires more than 40 hours per week to perform the essential functions of the position; On-Call requirements
- Lifting in an office setting may be required up to 30lbs.
ANBTX strongly encourages candidates that are fluent in English and Spanish to apply. Jobs that specifically require candidates to be bilingual will be posted as a requirement.
