Service Desk Technician

IT technical support staff diagnose and solve software and hardware problems for computer users.

Service Desk Technician Job Description Template

Our company is looking for a Service Desk Technician to join our team.

Responsibilities:

  • Assists with project mobilization activities; may work with projects having to do with IT infrastructure hardware, as directed;
  • Provide first line support for any technical issues and problems in person, via phone, and electronically;
  • Effectively and politely communicate with customers and understand their issues;
  • May recommend changes to existing procedures. Works with end users as necessary to assure they know and follow new and existing procedures;
  • Walk customers through troubleshooting procedures as well as train computer users;
  • Follow up with customers to ensure issues have been resolved;
  • Install and test computers, printers, and other peripherals; configure operating system and application software programs;
  • Assures that all activities are documented and reported according to company and IT standards;
  • Run diagnostic applications to resolve problems;
  • Triage, understand, and route issues to the correct resources, track requests and document resolutions;
  • Install, modify, and repair computer hardware, software, and peripherals;
  • Regularly follows up with end users to ensure that questions, issues and problems have been resolved to the user’s satisfaction;
  • Provide computer, software and telecom technical support to company team members as part of Applied’s IT Help Desk;
  • Perform user account management, system monitoring, user education and other administrative tasks;
  • Provide first tier support for other peripheral equipment such as printers, scanners, copiers and audio visual systems.

Requirements:

  • Typing skills to ensure quick and accurate entry of service request details;
  • Advanced understanding of operating systems, business applications, printing systems, and network systems;
  • Diagnosis skills of technical issues;
  • Understanding of support tools, techniques, and how technology is used to provide services;
  • U.S. citizen;
  • Call center experience with a technical service desk;
  • High school diploma or equivalent and one year of technical customer service experience;
  • Competent in Internet navigation, Dual-Screen usage, Microsoft Office Tools, Windows and other software applications as appropriate;
  • ITIL Foundation Certificate – Advantage;
  • Third party software familiarity, install and troubleshooting;
  • Ability to work on own initiative, with a high degree of autonomy;
  • Ability to work in a virtual team environment;
  • Windows 7 and Office 2007/10 experience;
  • Posses a high level of independent judgment within established procedures;
  • Hands on experience with Windows XP/W7, Active Directory and Microsoft Office.