Service Desk Technician

Job Description  

Position Overview:       

The Service Desk Technician is responsible for resolving IT tickets that have been submitted by users across the global organization.  Additionally, they take phone calls from users across all shifts from all sites globally as well as from users who may be outside of the sites.  The Service Desk Technician is responsible for providing all Tier 1 support to users and escalating as appropriate, any tickets that require Tier 3 level support.  This support includes systems, networks and various IT processes. 

Primary Responsibilities:

• Monitors and processes user requests submitted to the IT ticketing system by following the IT Procedure Manual.  Completion and closure of all tickets processed and full documentation of the change in the IT ticketing system. 
• Answers inbound phone calls from global users at the IT Service Desk across all shifts to include, opening a ticket on behalf of the user if one hasn’t been opened, processing the request according to the IT Procedure Manual, ensuring the user is satisfied with the change and documenting the change in the IT ticketing system and closing the ticket. 
• Provides 1st level technical support by gathering and documenting requests using IT support procedures.  Must maintain accurate documentation of requests and follow escalation procedures.
• Troubleshoot workstations, peripherals and software in accordance with IT work instructions, standards, best practices and security requirements. 
• Maintains/develops work instructions for support, maintenance, and installation of workstations
• Ensures all software license tracking is accurate including keeping track of inventory of company system assets.  Ensures all DATAMARK systems have valid software licensing
• Is actively involved in opportunities to learn new technologies and processes. 
• Is actively involved in improving processes and procedures in order to improve IT efficiency within the organization
• Provides end user training for applications, policies, and procedures that the IT department is responsible for
• Reacts to change productively and handles other essential tasks as assigned by the IT Manager
• Other duties as assigned

Minimum Qualifications:

• Education Requirements:
• Minimum 3-year Degree / Diploma, Professional Degree Preferred
• Field Experience:
• At least 2 years of experience in the IT field
• Position Experience:
• At least 2 years of experience in a technical capacity working with hardware and software or a related technical field; a four-year degree will be considered in lieu of experience

• Other Qualifications:
• Microsoft Technology Associate on Windows 10 is preferred
• A+ Certification required
• Additional Comp Tia Certifications are preferred (Security+, Server+ and Network+)
• Excellent English communication with minimal accent

o   Broad knowledge of technology fundamentals across all disciplines, e.g. software delivery, datacenter environment, network architecture, IT security, IT project management. - Preferred

o   Experience working in an ITIL environment. Knowledge of industry standards for Incident Management, Problem Management, Change Management, Release Management, Configuration Management. ITIL Foundations certification (v3 or v4) - Preferred

o   Experience using IT Service Management workflow systems such as ServiceNow, Remedy, Service Manager, etc. - Preferred

o   Background of IT delivery in multiple industries and locations. Experience working in both matrix and pyramid organizations. - Preferred

Required Skills:

·        Must be able to document and communicate work instructions clearly

·        Must possess strong problem solving ability

·        Must demonstrate excellent English communication skills with minimal accent

·        Must demonstrate excellent written communication skills

·        Ability to multitask with various high priority requests

·        Must demonstrate a high level of initiative, organization, and attention to detail

·        Customer Service oriented with ability to sympathize with the end user and quickly be able to resolve their issue

·        Ability to comply with company policies

·        Must have experience with Network Cabling

·        Good Working knowledge of:  Windows 7 and 10, Centralized antivirus systems, Microsoft Windows Systems Update Services, PC Hardware, Imaging Software, MS Office

·        Knowledge of smart phones configuration and support preferred

·        Capable of climbing a ladder to install cabling over the ceiling

·        Capable of lifting 40 lbs. to help rack servers and move PCs