Service Desk Technician

Job Title

Pay Range: $27hr - $32hr

Requirement/Must Have

• 1-2 years of customer support and/or customer service work experience.
• Associate degree in Information Technology, Computer Science or a related discipline from an accredited college or university.
• Equivalent combinations of education and experience may be considered.

Responsibilities

• Serve as the initial point of contact for customers seeking technical assistance via phone, chat, email or in person.
• Provide immediate on demand technical support for VIP users relating to system performance and availability.
• Monitor the Service Desk ticket queue, resolve tickets and escalations.
• Resolve problems and/or requests; install, configure and maintain all PC related hardware and systems including troubleshooting and diagnosing network problems.
• Install and test hardware and peripheral components; load appropriate software packages such as operating systems, networking components and office applications.
• Provide customization and adaptation of existing programs that meet users' requirements.
• Evaluate system potential by testing compatibility of new programs with existing programs.
• Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
• Maintain the inventory for the refresh program and run reports for the computers and laptops in the environment.

Skills

• Ability to follow instructions.
• Excellent communication skills – both verbal and written.
• Self-motivated with attention to detail.
• Ability to maintain effective working relationships with personnel from various agencies, other staff and vendors.
• Ability to engage in multiple initiatives simultaneously while working independently.