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Service Desk Technician

1 month ago

Pasadena, United States IS&T IT Services Full time

As a Service Desk Technician, you will be the first point of contact for IT service requests. You will be responsible for diagnosing and resolving technical issues, guiding users through solutions, and maintaining detailed records of all interactions. This role requires strong problem-solving skills, excellent communication, and a positive attitude.

Key Responsibilities:

  • Respond to technical assistance requests in person, via phone, or electronically.
  • Diagnose and resolve hardware and software issues.
  • Advise users on appropriate actions.
  • Follow standard help desk procedures.
  • Log all help desk interactions.
  • Redirect problems to appropriate resources.
  • Identify and escalate situations requiring urgent attention.
  • Track and route problems and requests; document resolutions.
  • Prepare activity reports.
  • Stay updated with system information, changes, and updates.

Additional Responsibilities:

  • Maintain clear communication with other departments to facilitate operations.
  • Keep supervisors informed of status and progress.
  • Enhance professional and technical knowledge through workshops, publications, and networking.
  • Adhere to company policies and procedures.
  • Complete mandatory training requirements.
  • Perform other duties as assigned by supervisors or management.

Experience:

  • Fundamental knowledge of relevant software, hardware, and other equipment.
  • No specific years of experience required, but relevant industry experience is preferred.

Education:

  • High school diploma or GED (required).
  • Associate degree (preferred).

Technical Skills:

  • Proficiency in MS Office (Word, Excel, PowerPoint, Outlook) at an intermediate level (required) and advanced level (preferred).

Competencies:

  • Professional/Technical Capability
  • Learning Initiative/Adaptability
  • Process Efficiency
  • Policy Compliance
  • Communication & Interpersonal Skills
  • CSR Compliance

Work Environment & Physical Demands:

  • Work performed in an office environment with standard equipment and moderate noise.
  • Mostly sedentary but may require standing, walking, grasping, and lifting/moving up to 15 pounds.
  • Must be able to read printed materials and computer screens.

Travel:

Occasional domestic business trips may be required.

Language:

Must be able to read, write, and communicate fluently in English.