Service Desk Support Technician

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The Service Desk Support Technician works with employees and customers across multiple business areas to answer questions and resolve issues with software and hardware, in alignment with the Information Technology team’s objective to provide exemplary customer support to the Enterprise. They help drive the course of action for service desk related issues for the IT Department. The Service Desk Support Technician is responsible for triaging and maintaining an open line of communication with the employees regarding ticket status. The Service Desk Technician will support on campus and remote users.

Essential Responsibilities

1. Perform first and second level support/troubleshooting for all issues received via phone, email, and the ServiceDesk system. Support includes, but not limited to, updating active directory accounts, adding printers, resetting passwords, hardware and software troubleshooting and escalation to vendors when required.
2. Actively manage ServiceDesk ticket queue using department predefined strategy, by ensuring all tickets are properly categorized, prioritized, updated, and resolved in a timely manner. Follow up with stakeholders on a daily basis with all open issues until resolved. Notify requesters and escalate when necessary.
3. Create accounts and troubleshoot issues with Active Directory, Exchange, Sophos VPN, and Bit Locker Disk Encryption.
4. Manage internal Service Desk documentation, outlining steps and solutions used to troubleshoot common problems.
5. Publish and maintain a library of self-help solutions to common problems for user population and promote user access to the ServiceDesk software solutions area.
6. Explain problem resolutions to employees and customers.
7. Maintain and administer Mitel VoIP phone system.
8. Building and imaging new laptops with SCCM and setting up work environments.
9. Manage and maintain equipment inventory records to include Laptops, phones, monitors, printers and other peripherals. Undertake and assist with all IT equipment moves
10. Assist with the coordination and setup of all conference room booking request that require AV support
11. Be able to support multiple business locations, either remotely or in person as needed.
12. Lead hardware/software projects for the IT team.
13. Participate in monthly Server Maintenance patching.
14. Help to administer and learn new Enterprise Applications (Salesforce etc.)

Other Responsibilities

1. Performs other duties as assigned.

Required Competencies

1. Technical Knowledge
2. Initiative
3. Problem solving
4. Team work
5. Flexibility
6. Effective time management
7. Good oral and written communication skills
8. Excellent customer service skills.
9. Recordkeeping and records management
10. Work independently

Education and Experience

1. Minimum of 3-5 years of IT experience and/or equivalent education (Bachelor’s degree, and/or IT certifications)
2. Intermediate knowledge of O365, Windows 10, Active Directory, Exchange
3. Application management with software as a service
4. Disk Encryption and VPN software
5. SCCM a plus
6. MacBook experience a plus

Special Working Conditions and Physical Demands

1. Use of computer monitor and telephone over long periods.
2. Some travel may be required to be able to support multiple business locations, either remotely or in person as needed.
3. Handle multiple tasks simultaneously.
4. Ability to adapt and be flexible due to changes in task priority.
5. Halon protected computer environment.
6. Have the ability to lift up to 50 lbs.
7. Scheduled hours for this position are 9:00am to 4:45pm. Non-traditional Institutes work hours may be required on an emergency, pre-scheduled, or project basis.

Organizational Relationships

This position reports to the IT Manager.

No position reports to this position.