What are the responsibilities and job description for the Service Desk Associate position at OST?

Position: Service Desk Associate

Location:

Minneapolis, MN

Job Id: 1119

# of Openings: 1

Service Desk Associate (Full-time | Minneapolis, MN)

The Service Desk Associate is responsible for providing technical support and instruction to OST's End User Support (EUS) customers and internal staff. This position performs all help desk support activities including delivering and setting up new equipment, logging calls into the trouble-ticket tracking software, resolving common hardware and software issues on the spot, first-tier maintenance of existing equipment, assisting with wireless and wired network connectivity, and software upgrades.

Thinking ahead, seeing beyond, and building together

We work alongside organizations to help accelerate their progress toward a digital future. With more than two decades of success behind us, we have the experience to help companies do what they do best, even better. Then we roll up our sleeves to accelerate their growth through technology and innovation.

OST has offices in Michigan and Minnesota with teammates sitting across the nation. Our customers include organizations ranging from startups to global Fortune 500 companies. With an employee-first culture driving our success for 25 years, OST has been recognized for excellence, including in Inc. Magazine's 5,000's Fastest-Growing Private Companies, in CRN's Tech Elite 250, and as a National Best and Brightest Company to Work For.

Responsibilities:

Answer phone calls and voice messages from users.
Respond to email requests and provide on-site support to resolve problems, support requests and service inquiries from users
Document tickets with all required information in a timely manner, following EUS guidelines.
Validate identity and reset passwords in active directory and other systems.
Diagnose and resolve issues with printer, email/spam, cloud storage & collaboration systems.
Inventory technology equipment such as computers, printers and mobile devices
Image and prepare new user hardware following checklists and standards.
Develop and maintain expertise with Windows and Mac hardware, operating systems and associated software applications such as the Office 365 suite, Adobe, and other similarly used applications.
Triage and log problems and requests for support that must be escalated
Develop, update, and maintain documentation in the Knowledge Base
Report progress toward resolution to appropriate personnel
Work collaboratively with customer and internal resources to solve problems.
Assist with the creation and updating of documentation for standard operating procedures
Participate in an on-call rotation, handling off-hour and weekend IT emergencies.

Required:

Excellent customer service skills.
Excellent communication skills and the ability to follow through.
Excellent diagnostic and troubleshooting skills.
Self-starter with the ability to prioritize and complete tasks
Ability to apply consultative skills to assess user needs and provide appropriate support
Ability to work with users to interpret needs and provide appropriate solutions
Knowledge of information technology systems and/or applications
Proficiency with Microsoft operating systems and with standard software, including browsers, Microsoft Office and antivirus software
Proficiency with Apple operating systems and with standard software, including browsers, virtual environments and Microsoft Office 365
Knowledge of wireless network connectivity procedures
Ability to install, maintain and repair computer software and hardware on workstations and peripheral equipment
Previous experience in troubleshooting mobile devices, including smartphones, to connect to wireless network

Preferred:

Bachelor's Degree in Business MIS, Computer Science or related area
Two years of help desk experience or other experience supporting technology
Familiarity with workstation imaging tools and associated processes (SCCM, Intune)
A or Net or other suitable certifications

You matter! Your experiences matter, your journey with OST matters, and your success matters. People drive all our achievements, and we know that taking care of each other takes care of everything else. This is why we strive to promote diversity, equity, and inclusion within our company, the work we do, and our communities. We'll surely face challenges along the way. And we'll all continually learn from them to build a caring culture true to our guiding principles: honor, delight, serve, embrace, and learn.

OST is an equal opportunity employer that is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veterans status, or any other characteristic protected by federal, state, or local laws, and will not be discriminated against on the basis of disability.

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