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Service Desk Technician
5 months ago
The Service Desk Technician is responsible for providing technical assistance and support related to computer systems, hardware, and software. This includes responding to tickets, running diagnostic programs, isolating problems, and determining and implementing solutions. Proactively monitors system and application health, reviews automated alerts from TBS systems, and evaluates issues for potential escalation.
Roles & Responsibilities:
- Serve as the single point of contact for technical assistance and support related to computer systems, software, and hardware.
- Update and respond to tickets in person or over the phone.
- Ensure that ticket resolution notes are complete and accurate.
- Install, modify, and repair computer hardware and software.
- Follow up to ensure issues are resolved.
- Design and implement complex diagnostic programs and scripts to enhance system performance and reliability.
- Configure, restore, and decommission computers.
- Create appropriate support Standard Operating Procedures (SOPs) documentation.
- Analyze ticket trends to develop and implement proactive solutions and make independent decisions on escalations and process improvements.
- Maintain daily performance of computer systems.
- Perform user administration for applications such as NetSuite, Salesforce, etc.
- Work with the systems and application teams to access logs, enable alerts, and configure automated escalations.
- Knowledge of computer hardware, software, and networking principles.
- Troubleshooting and problem-solving skills and the ability to make independent decisions on escalations and process improvements.
- Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Familiarity with diagnostic tools and remote support software.
- Willingness to occasionally work after hours and on weekends as required.
- CompTIA A+, Microsoft Certified Professional, or other related professional certifications.
- Experience creating and maintaining procedures and workflow documentation.
- Proficiency using and administering the Microsoft 365 and Azure suites.
- Familiarity with administering VOIP, Accounting, or Sales applications and systems.
- Ability to analyze ticket trends and develop proactive solutions.
- Ability to design and implement complex diagnostic programs and scripts.
