IT Service Desk Technician I

Description

Key Responsibilities

• Properly respond to service requests in a timely manner and escalate promptly if needed.
• Resolve issues with applications and hardware.
• Effectively deliver end-user support and training as needed.
• Deploy, maintain and support equipment.
• Support audio/visual and collaboration equipment for internal meetings.
• Document activities in the ITSM platform in accordance to established procedures.
• Support phone system and other internal communication systems.
• Provide level 1 support to end users on targeted business applications and services.
• Make recommendation for policy, process, and procedure improvements as part of a continuous improvement environment.
• Develop service delivery knowledgebase to include fact sheets, tutorials, and FAQs.
• Install and update software on end-user devices.
• Setup and support third party contractor access according to established procedures.
• Conduct resolution validation and customer satisfaction follow-up specified tasks.
• Provide on-site remote hands for vendors and engineers as required.
• Adhere to established SLAs aimed at managing end-user expectations and clarity of service desk performance expectations and personal accountability.
• Work with vendors to resolve complex end user device issues/repairs
• Build rapport with service desk customers.
• Know and apply the Quality System and any appropriate Federal and International standards.

Skills, Knowledge & Expertise

• Associates Degree or equivalent work experience required. Bachelor’s Degree or equivalent work experience preferred.
• Minimum 1-3 years of experience in Information Technology service delivery.
• Experience with Windows operating systems and M365 Office productivity suite.
• Experience with Active Directory basic administration. · Experience deploying laptops and desktops in a SCCM environment (zero/low touch).
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work in a team environment.
• Ability to maintain strict adherence to established process and procedures.
• Ability to troubleshoot and resolve technology related issues.

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