Jr. Service Desk Technician

Jr. Service Desk Technician

Job Description: 

This individual will work along-side our Service Desk Team, providing tier one support for the efficient resolution of IT end-user-related incidents, service requests, and problems. 

Individuals should have a mix of technical and customer service skills, and be passionate about technology and helping people. We support both Macs and PCs, BYOD, printer, faxes, copiers, etc.

This position will be to support Service Desk Technicians as the first point of contact for troubleshooting end-users’ technical problems.  The position will report to the Service Desk Lead.

Job Responsibilities: 

• Provide first-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems; and update the service desk management tool accordingly. 
• Tier 1 support examples include:
•  Troubleshoot basic networking problems
•  Setup new computers and users and provide basic training
• Provide assistance with audio visual setup in conference rooms
•  Assist with VoIP troubleshooting and setup
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
• Manages and triages multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department lead contact for resolution. 
• Update and maintain customer data entry in to CRM system.  
• Installs (moves, adds, changes), maintains and configures VoIP phones, PCs, network printers and other computing devices. 
• Participate in projects as necessary. May include travel and weekend support.
• Assist project team in post-project tasks and clean-up.  
• Update and maintain customer documentation in IT Glue or other current platform(s).  
• Taking note of customer needs to new technologies or products and bringing these to the CTO and/or team lead as necessary.  
• Record all time spent on tickets and client accounts in time reporting software on a daily basis.  
• Submit timesheets and other cost tracking reports on a weekly basis with accuracy.
• Build and image client workstations.
• Perform IT related customer deliveries and installation of equipment. 
• Participate in weekly team meetings to discuss open tickets and projects. 

Job Requirements:

• Experience of at least 1 year in a service desk or helpdesk environment. 
• Minimum 1-year Customer service experience.  
• Experience in working with team members to accomplish common goals.  
• Organized and thorough, always delivering on promises made.
• Excellent written and verbal communication.
• Troubleshooting experience on Macs and Windows platforms is greatly desired.
• Experience supporting and troubleshooting Microsoft Office applications.
• Experience supporting and troubleshooting mobile devices, including Blackberry, iPhone, and Android.
• Experience dealing with vendor support to deal with software, firmware, and hardware issues.