Service Desk Technician Level III

1 month ago


San Antonio, United States Inserso Full time
Inserso is looking for a Service Desk Technician Level III to join the team for a rewarding and challenging opportunity for our customer in Chandler, AZ. We strive to have a high rate of first call resolution but also expect our Team to follow proven processes with routing tickets to the appropriate support groups whenever possible. We provide 24x7x365 support and everyone must have the ability to multitask in a fast-paced environment. This position requires strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to manage escalated issues from less experienced Service Desk staff. The SD Technician Level III will escalate to other Engineering groups and/or initiate bridge calls in order to research and implement fixes or workarounds to mitigate user and business impact.

Responsibilities:
  • Support, assist, and mentor other Service Desk Technicians to resolve complex end-user issues.
  • Assist with managing small teams (2nd and 3rd shift or as necessary when Team Leads are unavailable).
  • Review, update, and create new Knowledge articles for use by other technicians.
  • Answer phones, chat, and/or email and create tickets, using ServiceNow, to help resolve/track user issues.
  • Observing, receiving, and otherwise obtaining information from any relevant source.
  • Diagnose and resolve technical issues within the policies and guidelines provided, documenting all steps taken.
  • Follow the knowledge base and priority matrix for issue resolution.
  • Remote diagnostics and troubleshooting client workstations.
  • Respond to general inquiries and non-technical questions.
  • Providing prompt and courteous customer service.
  • Troubleshoot and resolve incidents and problems.
  • Provide website navigation assistance.
  • Provide assistance with customer escalations to the supervisor for all Service Desk Technicians.
  • Password recovery/reset.
  • Interact with other Tier 3 Engineers and Management.
Required Skills/Experience:
  • Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
  • Associate Degree or equivalent experience.
  • 3 years of IT Support experience, preferably in Service Desk environment or Call Center environment.
  • Demonstrated ability to lead or mentor small teams: providing coaching and training on new processes or tools.
  • Solid understanding of ITIL principles and ability to obtain ITIL certification within 90 days of start.
  • Experience working with escalated support tiers (Engineering, On-Site Support, Vendors, Gov. Officials) to troubleshoot and follow issues through to resolution.
  • Ability to develop and enhance Analyst's technical and customer service skills.
  • Demonstrated ability to resolve complex desktop support incidents in an enterprise environment.
  • Experience using a Knowledge Base and/or established procedures and processes to resolve both technical and non-technical customer inquiries.
  • Experience handling user/customer complaints that require supervisor escalation, maintaining a high level of customer service while deescalating any conflict to provide an acceptable resolution.
  • Experience using Remote Desktop or other remote assistance applications (BOMGAR) to troubleshoot end-user issues.
  • Proficient with Windows operating systems.
  • Proficient with Microsoft Office 2016/O365.
  • Punctuality and ability to work in a 24x7x365 environment including providing on-call support with potentially short notice.
  • Experience working with customers over the phone with excellent customer service skills.
Preferred Skills/Experience:
  • ITIL Certification.
  • Microsoft Certified IT Professional (MCP).
  • Experience troubleshooting Active Directory.
  • Experience with creating/writing/updating technical documentation and Knowledge articles for use by technicians/end users/other groups/management.
  • Experience with mobile device activation, backup, and troubleshooting (BlackBerry, Sonim, Intune).
  • Experience providing technical support for DHS, DoD, or similar large government enterprise.
  • Experience observing and analyzing employees' workflow/processes to identify areas for improvement.
  • Experience with Avaya CMS application or similar telecommunication systems.
  • Experience creating/running daily metrics reports.
  • Experience with ServiceNow or similar ITSM/CRM platforms.
  • Other relevant technical certifications (e.g., Cisco, Microsoft, CompTIA, etc.).
Physical and/or Mental Qualifications:
  • Effectively communicate with customers, stakeholders, and technical specialists.

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.

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