Service Desk Technician

DEPARTMENT: Information Technology

POSITION: Service Desk Technician (Help Desk)

REPORTING TO: IT Manager

CLASSIFICATION: Exempt

The Company: Smart AutoCare (SAC) is people taking care of people. We provide consumer protection products within the automotive industry, with integrity and longevity in mind.

Our Service Desk Technician: We are looking for a customer service-oriented Help Desk Specialist to provide technical support to fellow team members in an efficient and accurate manner. You will be considered a front-line worker who solves basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

· Providing first contact support and initial triage for IT service desk tickets.

· Maintains, supports, troubleshoots, installs, patches, and upgrades workstations, functional systems, and specialized software and all associated peripherals and information system (IS) based equipment.

· Track and work projects to completion

· Track, route, and redirect problems to correct resources

· Update helpdesk data and produce activity reports

· Walk associates through problem solving process and document resolutions as necessary for knowledge base articles.

· Ensure proper recording, documentation, and closure

· Recommend procedure modifications and improvements

Job Qualifications

· 3-10 years proven experience as a Service Desk Technician

· Bachelor of Science in Computer Science or relevant field or combination of work and education

· Excellent diagnostic and problem-solving skills

· Ability to communicate effectively with team members

· Outstanding organizational, project management, and time-management skills

· Ability to effectively work independently and on teams

· Troubleshooting experience on Windows platforms

· Experience supporting Microsoft Office applications, including Outlook in an exchange or Office 365 environment

· Experience supporting mobile devices

· Minimum of COMPTIA A+, Network +, or general IT certification(s) preferred

· Provides after-hours/weekend support as needed

· Periodic on-call support for evenings and weekends.