It Help Desk - Technician Network Support

Tier 1 IT Help Desk role provides first level remote support for SRP clients through incidents and requests. This role is the primary first point of contact and assistance regarding problems or questions related to computer communication, services, security, or other computer related activities. This includes responsibility for first and second level problem determination and escalation.

Job Responsibilities

• Responds to user concerns by helping with their problems/procedures; answering questions and/or escalating calls to the appropriate support service, through the corporate approved ticket tracking system.
• Perform problem-solving over the phone or through chat and determine appropriate course of problem escalation as required, while ensuring detailed written documentation.
• Keep current on latest technology standards and assess impact on workstation configurations and end users.
• Provide excellent customer service demonstrating patience while effectively dealing with client problems.
• Performs first level problem determination by defining the level of problem related to communication and network systems, security/access control, and/or computer workstation problems
• Receives calls from all levels of the user community and responds in a tactful and courteous manner utilizing proper and correct telephone etiquette.
• Provide remote phone/chat assistance to internal SRP clients/employees with varying degrees of technical knowledge.
• Maintains documentation in the supporting knowledge base to assist user in the resolution of application, hardware and software problems.
• Prevents unauthorized access to system and files per SRP's code of conduct and policies.
• Maintain defined SLA's and OLA's for ticket resolution.

Education

Experience

At job entry, placement will be determined by a review of college transcripts and related work experience. A minimum of 6 years of related experience is required for the senior level. Once placed into the job family, an employee may become eligible for promotion by demonstrating the ability to perform advanced and more difficult work as determined by their management and meeting experience requirements.

Additional Information

Preferred requirements include familiarity with the following:

• HDI best practices, ITIL framework
• Desktop hardware, including the ability to problem-solve hardware component issues
• Smartphones, Android and iPhones
• Mobile laptop hardware
• ServiceNow Knowledge
• Networking, to include general knowledge of user accounts and login, FTP, VPN, and Intranet vs. Internet
• Windows Operating Systems: Windows 10, Windows 11, Mac OS
• Chrome and Microsoft EDGE to include understanding configuration and properties
• Microsoft Office (Word, Excel, PowerPoint, Access), Outlook, Exchange
• ServiceNow management ITSM platform
• Microsoft 365 (MS365) applications