Service Desk Technician

2 weeks ago

Kennedy Space Center, United States LanceSoft Full time
Title: Service Desk Technician
Location: Orlando, FL, 32822
Duration: 3 months contract

Description:
The Service Desk Technician role is responsible for monitoring the ticket queue and work/resolve L1 tickets while assigning L2 tickets to the appropriate teams. The technician is also responsible for supporting the end-user working environments, including all end user devices on "this side of the wall" or internal to the corporate firewall. They include workstations (desktop & laptops), printers and other peripherals, Video conference equipment, cellphones, and VOIP desk phones. The focus is on making sure the company's desktop computing environment is stable, secure and performing optimally. The service desk technician is responsible for the operational efficiency of these systems. The Service Desk technician is expected to provide a high level of customer service.
Must be able to analyze, diagnose and resolve complex end user problems and suggest scalable corrective solutions. This technician will be expected to prepare, maintain and uphold logging and reporting procedures and monitor desktop operations via ticketing system. This role is expected to be proactive in managing the customer computing experience - must be able to execute plans and implement streamlined/automated, technical infrastructure projects to refresh supported systems. This person will be expected to operate as first and second level support to end-users running workstations and laptops and extend/simplify remote support for global users.
Pertaining to complex operational issues, must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users and then coordinate with computer specialists to resolve technical problems.
Must be able to document, execute, and maintain desktop security standards as per IT security policies and handle system administration of enterprise desktop asset management software tools.
Duties include:
  • Provide outstanding customer service.
  • Has a strong desire to learn.
  • Be logged into Call Center and ready to take incoming calls during standard business hours.
  • Be in the on call rotation for after hour support
  • Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
  • Document all end-user requests and interactions in ticketing system completing all steps as defined.
  • Provide technical account management for customers resolving issues and escalating when appropriate.
  • Provide fast response and maintain a high level of professionalism at all times.
  • Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
  • Troubleshoot all inquiries regarding systems, hardware, software, and operator problems.
  • Route or escalate requests to appropriate functional teams beyond Service Desk Team.
  • Instruct users as well as troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software
  • Ability to setup, support and trouble shoot VTC (Video Teleconference) and VOL (Video Online)
  • Provide fast response and maintain a high level of professionalism at all times
  • Provides reports to management
  • Build and maintain knowledge base and document procedures
  • Document and manage Product Development issues to resolution
  • Lead/assist with training and quality improvement programs
  • Collaborate with Engineering and all other supportive roles within the campus. May also require interaction with external vendors and /or customers.
  • High level of integrity with a strong work ethic
Assist with other duties or projects, as assigned
The ideal candidate will have at least an Associate's degree in Information Technology with three to five years of related experience and/or training; or an equivalent combination of education and experience. Working knowledge of Linux network fundamentals with proven experience in Windows technologies. Formal Windows classroom training and certifications from Microsoft technologies are a plus. The ability to perform Windows network administration tasks is critical to the position and a broad knowledge and understanding of the entire Windows work environment is required. Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.

Requirements include:
  • Associates Degree in Information Technology
  • Formal Windows class-room training and certifications Microsoft technologies
  • High level of integrity with strong work ethic
  • PC hardware troubleshooting skills required
  • Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP required
  • Proficient with Windows Win10 operating systems and Microsoft Office required
  • Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
  • Ability to balance priorities and work alone or a team equally well
  • Ability to work under minimal supervision
  • Good organization and project management skills with attention to details
  • Ability to document solutions and train other staff
  • Good verbal and written communication skills
  • Excellent priority management skills
  • Experience with PC hardware troubleshooting and repair skills required
  • Ability to travel to office and data center locations for on-site support, as needed
  • Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
  • Working knowledge of Linux network fundamentals and requires a minimum of 5 years of service desk operations with proven experience in Windows technologies.
  • The ability to perform Windows network administration tasks is critical to the position and a broad knowledge and understanding of the entire Windows work environment is required
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
  • Ability to write reports, business correspondence, and procedure manuals
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Preferred Qualifications
  • Experience with Service Now
  • Experience working in an agile operations model.
  • Experience working in a Microsoft 365 work environment (MS Teams, Sharepoint, Exchange Online)
  • One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired
  • ITIL certification desired
  • Certifications in Windows system management is a plus
  • Linux certification is a plus.

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