Service Desk Technician – Level I

Job Description Overview

Field incoming requests to the Service Desk via telephone and e-mail and Social Media to ensure courteous, timely and effective resolution of end user issues.
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Build rapport and elicit problem details from service desk customers.
Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Install anti-virus software and ensure virus definitions are up-to-date.

Position Requirements

Formal Education & Certification

College diploma or University degree in a technical field (or) Help Desk work experience highly desirable.
Certifications in MicroSoft, Cisco desirable.

Knowledge & Experience

Knowledge of basic computer hardware, including PC’s, Mac platforms, printers, WiFi routers, smartphones and tablets.
Working knowledge of a range of diagnostic utilities.
Experience with desktop operating systems, including Windows XP, Vista, 7. 8, 8.1x and all Mac operating systems.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Strong documentation skills.
Fluent English as primary language.

Personal Attributes

Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

Fluency in English is mandatory. Spanish as a second language.

COMPENSATION: 30-45 dollars per hour.