Technician I, Service Desk

3 weeks ago

Richmond, United States Estes Express Lines Full time

**Job Summary**:
The Service Desk Technician I is responsible for receiving and training first reports of technical related issues or request. The Technician should attempt to resolve as many incidents and requests during the first contact before escalating to a higher tier support group. All interactions will be clearly documented in the IT Management System along with the incidents' status, solutions and appropriate categorization.
- Provide quality technical assistance, support and education for incoming queries and issues related to computer systems, software, hardware and technical business processes
- Quickly and correctly troubleshoot and resolve common issues and frequently asked requests
- Accurately enter all customer and system interactions into Service Desk ticketing program and ensure correct routing and communication of escalated events
- Meet or exceed and maintain the team’s attendance, phone and quality assurance metrics
- Continuously provide exceptional customer service via the company’s communication channels by delivering accurate information, direction and quality documentation of the customers’ needs or issue
- Adhere to policies and procedures addressing problem identification, documentation, routing, escalation and resolution
- Constantly maintain a professional interaction with all contacts and ensure high communication
- Communicate undocumented issues and resolutions to aid the growth of the team’s knowledge base files
- Regular attendance is required.
- This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

**Qualifications**:

- Minimum of 1 year of technical experience in a help desk environment
- Must have a minimum of 1 year of PC troubleshooting experience on computers running Microsoft Windows operating systems
- Prior telephone customer service experience is required
- Possess excellent verbal, reading, writing, and comprehension skills
- Knowledgeable of computers systems and of basic networking systems
- Experienced in Microsoft networking and file sharing
- Ability to prioritize many competing tasks, deal effectively with conflict and provide hands-on assistance to customers as needed
- Experience, and/or proficiency with MS Office is a plus
- Must be available for On-Call status as required
- Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
- Must be able to comply with all company policies, rules, procedures and Code of Conduct
- Must be able to interact well with others
- Must be able to work independently, or in a team setting
- Must be capable of working under tight time constraints in a high volume environment with multiple priorities
- Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
- Must be authorized to work in the United States

**Physical Demands**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.

**Work Environment**:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.

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