The Level I Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain user expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Responsibilities During Site Commissioning
- Deploy user workstation equipment including computing and telephony equipment.
- Coordinate with IT vendors to provide installation support for network, server, telecom, and A/V infrastructures.
- Act as IT contact for vendors at site.
- Install IT equipment in IT network closet as needed.
- Off hours work as needed depending on IT vendor schedules.
Responsibilities During Steady State Operations
Strategy & Planning
- Alert management to emerging trends in incidents.
Acquisition & Deployment
- Deploy pre-packaged software using distribution tools and processes as requested by end users.
- Provide first contact support to local users for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
- Provide support for other Sage sites during periods of no service requests from local users.
- Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests to meet user expectations.
- Escalate incidents with accurate documentation to suitable technician, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Install antivirus software and ensure virus definitions are up to date.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure an incident has been adequately resolved.
- Develop help sheets and FAQ lists for end users.
- Contribute to technician knowledgebase as needed
- Manage end-user expectations.
- Provide suggestions for continual improvement.
Formal Education & Certification
- Five years’ experience supporting end users in a corporate office environment.
- Four year degree in Information Technology or equivalent experience.
Knowledge & Experience
- Knowledge of basic computer hardware, including laptops and desktops.
- Experience with desktop and server operating systems, including Windows 10 and Windows Server 2012/2016.
- Extensive supporting call center environments.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Strong documentation skills.
- Fluent English language skills.
- Highly self-motivated and directed.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Identify areas for improvement and suggest possible solutions.
- 40-hour onsite work week.
- Some after hours work may be required as dictated by maintenance schedules.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.