It Service Desk Technician I

Department: Information Technology

Employment Type: Full Time

Location: Gainesville, FL

Reporting To: Manager IT Services

Description

Deliver technology support services to internal and external customers. Responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user services requests within established SLAs. Problem resolution includes the use of diagnostic and service request tracking tools, as well as require that the individual provides both in-person and remote support at the desktop level.

Key Responsibilities

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

Skills, Knowledge & Expertise

• Ability to maintain strict adherence to established process and procedures.
• Ability to troubleshoot and resolve technology related issues.
• Excellent communication, interpersonal, and customer service skills.
• 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.
• Minimum 1-3 years of experience in Information Technology service delivery.
• Ability to work in a team environment.
• Experience with Windows operating systems and M365 Office productivity suite.
• Associates Degree or equivalent work experience required. Bachelor's Degree or equivalent work experience preferred.