Desktop Support Technician

Primary Functions

1. Document and route, resolve, or escalate incidents and service requests within Service Management system.

2. Respond to inquiries in person, over the phone, or via email with a high rate of first contact resolution.

3. Act as single point of contact for customer / user base.

4. Monitor / cycle Service Management queue according to a first in first out priority, while adhering to defined impact and urgency classifications.

5. Perform User Account Management within Active Directory

6. Assist in documenting internal processes and procedures.

7. Participate in the knowledge management process, creating and reviewing knowledge articles, and performing root cause analysis.

8. Handle / perform functional and hierarchal escalations.

9. Design and document technical processes and procedures.

10. Serve as a communication link between business partners and departments.

11. Collaborate with Desktop team on advanced technical issues.

12. Assist with onboarding of new team members.

13. Assist other IS staff members with projects and/or administrative tasks as needed.

Knowledge – Skills – Abilities

Performs active listening and delivery empathy when responding to customer inquires

Act as a technical generalist / resource.

Communicates professionally and clearly verbally and in writing.

Plans and organizes work according to established priorities.

Demonstrates cooperation, courtesy and consideration when working with others.

Demonstrates accuracy and attention to detail.

Maintains effective working relationships with supervisor and co-workers.

Demonstrates personal integrity in all interactions.

Requires basic analytical and problem solving skills.

Ability to learn new tasks quickly, asking questions as appropriate

Complete assignments accurately within established deadlines.

Ability to work independently and as part of a team.

Strives to meet and exceed customer needs and expectations

Manages and prioritizes various tasks simultaneously.

Specifications

Appropriate education and/or experience may be substituted on equivalent basis

Minimum Required Education: High school diploma

Minimum Required Experience: 3 years

Preferred Education: Bachelor’s Degree in Computer Science, Information Systems, or related field

Preferred Experience: 4+ years of related experience

Certification: HDI CSR, HDI SCA, CompTIA A+, ITIL Foundation (preferred)

All your information will be kept confidential according to EEO guidelines.