Information Technology Service Desk
2 weeks ago
Job summary:
The IT Service Desk (ITSD) Technician III performs a high level of technical support for IT related issues and requests as well as performing application and hardware installations, support of workstation hardware and software, resolving desktop/laptop and peripheral computing-related problems. He/she will act as an internal department escalation point for ITSD Technicians I and II. The ITSD Technician III will also mentor and coach Tech I and II technicians as well as work independently maintaining their work queue and assisting other team-mates with their work queue as necessary. This role may be required to work after-hours and/or on weekends and will perform other duties as assigned.
Primary Responsibilities include:
- Manage tickets in queue in accordance to established Service Levels
- Provide on-site desk-side support as necessary
- Involvement with image builds and maintenance of client hardware devices
- Involvement in the testing of client OS and applications as well as client hardware devices
- Provide updates to customers at regular intervals on Ticket status
- Provide exceptional customer service at all times
- Act as an escalation point for ITSD I and ITSD II technicians
- Work Tier II queue escalations
- Mentor/coach ITSD I and ITSD II technicians
Desktop Support Technicians will be occasionally required to work overtime, evening, weekend, or holiday hours to facilitate staff computer moves, support security patching or worm/virus outbreak resolution, or other tasks.
Required Skills:
- A+ Certification
- Minimum 5 years’ experience on a Desktop Support/Service Desk
- Dell Hardware certification
- Experience supporting HP printers and Zebra/Intermec Label Printers
- Possess expert knowledge of Windows Operation System (7 and above) and be capable of installing, troubleshooting and configuring OS
- Possess expert knowledge of MS Office 365 programs including Outlook
- Possess expert knowledge in supporting Citrix and Virtual environments
- Possess expert knowledge of Windows network shares and permissions
- Possess skilled knowledge of network topologies and client configuration for network connectivity via VPN, Terminal Services, RDP, DHCP or static network connections
- Be proficient in providing remote support through RDP or other Remote-Control software
- Have experience with Apple Computers, Macintosh OS versions and the troubleshooting/configuration thereof
- Possess expert knowledge of various computing systems and peripheral equipment such as workstations, printers, scanners, hand-held devices and mobile phones
- Experience working as a project team member or leading an IT related project that utilizes a structured project management methodology
- Regular and punctual attendance required
Preferred Skills:
- MOS certification
- N+ certification
Education:
HS Diploma Required
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