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IT Service Desk Technician
3 months ago
It's a great feeling to work for a company that does so much good for others around the world
Education: Associates degree in computer-related studies or equivalent experience
Experience: 1-3 years in customer service or technical support
Critical Action Items:
1. Answer all incoming helpdesk phone calls.
a. Create tickets and connect callers with a helpdesk technician when necessary.
2. Assign incoming IT requests to helpdesk technicians.
a. Maintain records to ensure equivalent workloads among technicians.
3. Assign incoming requests to other support groups (HR, Finance, etc).
4. Complete information-only requests.
5. Complete basic process requests such as password resets, terminations, etc.
6. Monitor for patterns or trends in requests that would indicate a systemic problem.
7. Monitor for VIP requesters and urgent issues.
8. Delete spam/junk/sales tickets.
9. Forward the helpdesk line to the on-call technician at EOB every day.
10. Remove the helpdesk line forwarding every morning.
11. Take notes on all department meetings.
12. Adhere to company policies, including attendance and punctuality.
13. Adhere to confidentiality (HIPAA) requirements.
14. Utilize helpdesk analytics to track performance metrics and maximize helpdesk efficiency.
Measurable Deliverables:
1. Eliminate missed calls to the helpdesk.
2. Ensure the timely assignment of requests in the order of submission.
3. Maintain record keeping to balance and assign workload of incoming tasks.
Requirements:
1. Ability to work independently and in a dynamic environment.
2. Strong communication, interpersonal and analytical skills
3. Ability and desire to provide excellent customer service to internal (and potentially external) users
4. Working knowledge of Microsoft operating systems and applications
5. Ability to manage high call volume without missing calls.
Other Responsibilities:
1. Other job duties as assigned
FirstDay Foundation is committed to following immunization recommendations produced by the U.S. Centers for Disease Control (CDC). As such, our company policy requires that all employees must receive an annual Influenza vaccination or obtain an approved exemption from FirstDay Foundation as a medical or religious accommodation. This is a condition of employment, and all new hires will be responsible for providing proof.
Here at FirstDay Foundation, we are dedicated to building a diverse, inclusive, and authentic workplace. Please feel free to apply for this position even if your work experience and education do not align perfectly with every requirement for this job description. You may very well be the perfect candidate for this role or other ones that we have open. Thank you for your interest in joining our mission
FirstDay Foundation is an Equal Employment Opportunity ("EEO") Employer. It has been and will continue to be a fundamental policy of FirstDay Foundation, not to discriminate on the basis of race, color, religion, gender, gender identity, pregnancy, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.
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If you like to work with people that believe they can make a difference in the world, this is the company for you
EEO Statement
It our policy to provide equal employment opportunity and treat all employees equally regardless of age, race, creed/religion, color, national origin, immigration status or citizenship status, sexual orientation, military or veteran status, sex/gender, gender identity, gender expression, disability, genetic information or genetic predisposition or carrier status, marital status, partnership status, victim of domestic violence, sexual or other reproductive health decisions, or other characteristics protected by applicable law.
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