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Service Desk Technician
4 months ago
The Service Desk Technician serves as a source of technical assistance and support to the user community for data, voice, video, hardware, or software. Responds to calls for break/fix, moving/relocating, and new setup of equipment. Requires knowledge and skills to either assist the user to fix the problem or escalate the problem to the appropriate person. The Service Desk Technician must follow all department processes and procedures and will work under moderate supervision, referring questionable situations to the supervisor. Accuracy/quality of work is a large requirement of this position; good attitude, good work ethic, good attendance record and punctuality.
Job Knowledge, Skills and Abilities:
Experience troubleshooting/repairing desktop and laptop computers, as well as printers
Experience with computer imaging and Helpdesk ticketing software
Knowledge Microsoft Office Professional Products
Knowledge Microsoft Azure Active Directory and Hybrid environments
Highly motivated, positive, responsible, organized, quick learner and a team player
Strong problem solving and troubleshooting skills
Experience with supporting ERP software, a plus
Experience with network and phone equipment, a plus
Role and Responsibilities:
Duties may include, but are not limited to:
Monitor computer software and hardware operating status; ensure that computers, printers, and other peripherals are in operating order
Performs hardware and software maintenance, when necessary
Reports equipment problems or failures and provides the necessary documentation
Monitors, adds, updates, and maintains IT helpdesk tickets
Properly documents all ticket resolutions and follow up with all parties involved to ensure the problem was correct to their satisfaction
Creates and maintains Microsoft Active Directory and Exchange accounts.
Create and deactivate users in Cargo Science the company's proprietary logistics system
Learn and provide user support and training for Cargo Science
Sets up & installs new equipment which may include Desktops, Laptops, Printers, Network equipment, etc.
Assist users with general computer software problems/questions and escalate to the appropriate person when necessary
Assist in, and/or provide training for employees and new hires in computer operations and the use of peripheral equipment
Serve as a technical resource person for equipment maintenance and hardware/software purchases
Installs toner and clears paper jams in printers and copiers
Orders supplies and replacement parts
Installs and configures all Desktop software
Communicates thoroughly and timely all pertinent information to give management as much time as possible to react to situation
Uses proper phone etiquette for answering phones and interacting with customers, vendors, and others
Maintains a positive, proactive attitude committed towards continuous improvement of company culture and productivity
Maintains a clean and organized work area
Documents, creates, and improves department procedures
Ability to perform functions of the job with minimal direction
