Service Desk Technician, II

Job Description

Job Description

Job Summary:

This role is pivotal in providing exceptional customer service and technical support to our employees. The Service Desk Technician will manage the daily operations of the help desk, ensuring swift and effective resolution of internal IT issues. The employee will have a background in desktop support and a passion for delivering a white-glove customer experience.

Key Responsibilities:

• Customer Support: Provide top-tier technical assistance to employees via phone, email, and in-person, ensuring a seamless and positive experience. Be the first point of contact for internal users that need help.
• Ticket Management and Escalation: Oversee the management of support tickets using Jira Service Desk, ensuring prompt resolution and appropriate escalation when necessary.
• Incident and Problem Resolution: Investigate and resolve hardware and software issues, aiming to reduce encountered problems by 35% within a calendar year. Escalate unresolved problems as needed.
• Continuous Improvement: Collaborate with team members to suggest and implement improvements for more efficient IT support processes and customer service practices, aiming to reduce repeated escalated issues by 35% within a calendar year.
• System Maintenance: Perform routine maintenance and updates on computer systems, ensuring optimal performance and security.
• Documentation: Maintain accurate records of support requests, resolutions, and system changes to facilitate continuous improvement and knowledge sharing.
• Training: Provide training and guidance to employees on best practices for using company technology and software.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Proven experience in desktop support or a similar role.
• 2-4 years' experience.
• Technical knowledge of operating systems and infrastructure, networking basics, software, and applications.
• Proficiency with ITSM tools and ticketing systems for tracking and managing user support requests.
• Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly. Time management skills to multitask and adhere to SLAs.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with various operating systems and software applications.

Preferred Qualifications:

• Experience with remote support tools and techniques.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar.