IT Desktop Technician

MUST HAVE SKILLS:

• Tier 1 remote technical support experience
• IT Service Desk experience 
• IT Certifications: CompTIA A+

Skills:

• Windows Microsoft application experience
• Troubleshooting IT related issues (preferably with call center experience)
• iOS (iPhone, iPad) application support and troubleshooting
• Computer networking experience, including LAN, Wi-Fi, printers, and peripheral device
• Driven to help and support clients with outstanding customer service.
• Ability to meet attendance expectations.

Responsibilities:

• Provides client desktop support with basic level technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment
• In Tier 1 technical scope, effectively troubleshoots desktop and mobile computing devices, network and peripheral issues; identifies and engages needed resources to remedy problems; Diagnoses and resolves technical issues that require in-depth analysis, such as application, hardware, and software problems; Takes appropriate action (e.g., phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.)
• After-hours analysts provide support after core hours. Contacts On-call support for urgent issues on applications used by clients
• Administers active 2-way communications and 'knowledge transfer' within assigned team/function, both planned/advance notice and real-time
• Fosters strong Teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholders
• Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents Must be able to follow through on assigned tags to completion
• Assesses and ensures process and work conforms to existing policies, standards and guidelines
• Correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events
• Monitor network devices, interfaces and applications through intelligent devices and automated programs across the enterprise for alarms/alerts received from incidents, unauthorized or failed changes
• Manage alarms and alerts received from existing monitoring programs using previously defined business rules
• Completing documentation of service requests within established time frames

Minimum Qualifications

• High School Diploma or equivalent
• 1 year of IT service/help desk operations experience
• Complete service requests and troubleshoot computer and device problems via the telephone & web channels
• Standard knowledge and experience MS Office Suite, MS operations systems, and enterprise network environment
• Strong client customer skills
• Ability to learn quickly and transfer essential knowledge to team members
• Adheres to work instructions and/or processes as defined in Run-Books and Playbooks
• Capable analytical skills
• Strong communication skills

Desired Qualifications

• Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
• 1 year of general customer service experience in retail, or call center sales or service role
• IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation
• Qualitative and quantitative analytic & problem solving skills
• Advanced verbal and written communication skills
• Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Active Directory, TCP/ IP)
• Remote Support knowledge (e.g. VPN, Citrix, Global Protect)
• Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline