Service Desk Technician

Description

This position is more like a Tier 1.5, with 75% of calls being Tier 1 level and 25% being Tier 2. The main requirement is at least a year of help desk experience. The position is local and in-person, supporting our client, with about 15,000 employees and handling inbound calls and tickets. On average, technicians take 8-15 calls a day and touch 30-60 tickets a day, resolving issues or reassigning them to corresponding teams.

Day-to-day responsibilities of the position include: password resets, application support issues, local software/printer issues, and anything that could happen on a computer. Technicians may touch up to 60 tickets a day, which can come through email or directly through the ticketing system. They also manage the cell phone environment, procure devices, and support issues with emails on phones. The main tools used are AD support, Office support, ERP system support, self-support, VPN support, and ServiceNow. Active Directory is one of their most used tools for password resets and account management. They also use groups for licensing and VP, and handle issues with emails on phones, carrier issues, and VPN support. Global Protect is the VPN they use, and ServiceNow is their ticketing system.

They are looking for a team player who is comfortable working in a shared environment with cubicles and standing up all day talking about issues. There are places for private conversations, but 99% of the days are spent in a shared room.

Skills

Help Desk, Windows, Customer Support, Active Directory, Phone support, Technical support, Ticketing system, Help desk support, Service desk, Troubleshooting, Customer service, Vpn, Servicenow, Office 365, Outlook, Application support

Top Skills Details

Help Desk,Windows,Customer Support,Active Directory,Phone support,Technical support,Ticketing system,Help desk support,Service desk,Troubleshooting,Customer service,Vpn

Additional Skills & Qualifications

-Must have efficient time management and multitasking capability

-Ability to identify the criticality and/or urgency of IT issues using business knowledge

-Ability to work in a fast-paced environment

-Pays attention to detail

-Works well in a team environment

Experience Level

Intermediate Level