IT Service Desk Technician I

1 day ago

Idaho Falls, United States CRI Advantage Full time
This is a Job Posting is a Prospecting role and you will be considered, and first in line once we open another Service Desk role. Our team is fast growing and it is an exciting time to join

The IT Service Desk Technician I on our Service Desk team reports directly to the Service Desk Supervisor providing support to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level.

Responsibilities
  • Acts as single point of contact (SPOC) for all technical customer interactions with TSS.
  • Provide coaching and education to users on self-help tools that may be applicable to the user's problem
  • Management of user incidents and service requests from phone calls, emails, voicemails, chats, or self-submit tickets.
  • Perform return-to-service (RTS) activities of incidents and service request fulfillment.
  • Gather triage information from user to fully understand and troubleshoot issue.
  • Check systems availability and connectivity via monitoring tools.
  • Log contacts in ServiceNow, opens incident tickets to capture the symptoms of the issue, and records error messages and activity logs into incident ticket.
  • Monitor self-submit queues, perform support for user-submitted incidents, and service requests.
  • Takes and records appropriate actions to verify and validate incident resolution.
  • Utilizes standardized written procedures, scripts, and knowledgebase articles to resolve common issues.
  • Ensure issues are expedited based on priority.
  • Incident and service request logging, routing, and reporting in ServiceNow based upon defined policies/procedures.
  • Resolves undocumented issues under direction of, and with the assistance of, mentor and senior representatives.
  • Accesses Workplace Support Group to engage subject matter experts on resolving complex issues and utilize updated process and procedures.
  • Reports issues that are not in the KBA's, documents solutions, and drafts new KBA's for approval.
  • Communicate with the user to set a date for when the work shall be completed and complete the work by or before the scheduled date. If changes to the anticipated completion time occur (e.g., other higher priorities arise, the user is out of the office on business travel, short-term disability, etc.,), communicate with the user and establish a new date.
  • Provide consistent user experience regardless of channel used.
  • Tickets and resolutions are reviewed by mentor and/or technical lead daily and weekly, as needed.
  • Always maintains a professional and courteous demeanor providing timely, respectful, and thorough customer service. Provide continuous communication with the most appropriate method to team members and client.
Requirements
  • High School Diploma or equivalent and 1 year of customer service experience is required.
  • Knowledge and ability to utilize computers and related technology efficiently
  • Experience in a help desk or call center role is preferred
  • Excellent customer services skills
  • Basic troubleshooting and problem-solving skills
  • Experience with Microsoft Windows operating systems and products (required)
  • Linux platforms (desired)
  • Experience supporting Macintosh hardware and software (desired)


Essential Functions

Physical, mental, and emotional stamina to perform the duties and responsibilities of the position; manual dexterity sufficient to write, use telephone, and business machines (including computers and printers); vision sufficient to read printed and online materials including knowledge base articles (KBA's), work reference materials, troubleshooting guides; hearing sufficient to conduct in-person and telephone conversations; speaking ability in an understandable voice with sufficient volume to be heard in normal conversational distance, on the telephone; physical stamina sufficient to sit for prolonged periods of time; physical tolerance to be exposed to air-conditioned space; emotional ability to work respectfully and professionally with teammates and customers in a fast-paced and at times stressful situations; mental acuity to collect and interpret data, define and solve common problems. Requires consistent and regular attendance.

  • Help Desk Technician I

    1 day ago

    Cedar Falls, United States CBE Companies Full time

    Job Description: CBE Companies, a global provider of contact center services, has an immediate need for an Help Desk Technician and we would LOVE to connect with you about this exciting career opportunity! As a result of exceptional performance and growth in our industry, we are looking for the "Best-of-the-Best" to join our winning team and support both...

  • Field Services Technician I

    4 weeks ago

    Idaho Falls, Idaho, United States CRI Advantage Full time

    {"title": "Field Services Technician I", "description": "Job SummaryCRI Advantage is seeking a skilled Field Services Technician I to join our team. As a key member of our Field Services team, you will provide technical support and services to diagnose and resolve problems with computer hardware and software.Key ResponsibilitiesPerform Return-to-Service...

  • Field Services Technician I

    2 weeks ago

    Idaho Falls, United States CRI Advantage Full time

    This is a Job Posting is a Prospecting role and you will be considered, and first in line once we open another Field Service Technician role. Our team is fast growing and it is an exciting time to join! The Field Services Technician I on our Field Services team reports directly to the Field Services Supervisor providing support to diagnose and resolve...

  • Field Services Technician I

    1 month ago

    Idaho Falls, United States CRI Advantage Full time

    This is a Job Posting is a Prospecting role and you will be considered, and first in line once we open another PM role. Our team is fast growing and it is an exciting time to join! The Field Services Technician I on our Field Services team reports directly to the Field Services Supervisor providing support to diagnose and resolve problems with computer...

  • Field Services Technician I

    1 month ago

    Idaho Falls, Idaho, United States CRI Advantage Full time

    Job DescriptionOverviewCRI Advantage is seeking a highly skilled and experienced Field Services Technician I to join our team. As a key member of our Field Services team, you will be responsible for providing technical support and services to our clients.Key ResponsibilitiesTechnical Support: Provide break-fix incident support and service request fulfillment...

  • Field Services Technician

    1 week ago

    Idaho Falls, Idaho, United States CRI Advantage Full time

    Job SummaryWe are seeking a highly skilled Field Services Technician I to join our team at CRI Advantage. As a key member of our Field Services team, you will be responsible for providing top-notch technical support to our clients, resolving complex hardware and software issues, and ensuring seamless service delivery.Key ResponsibilitiesPerform...

  • Associate, Service Desk

    1 month ago

    Falls Church, United States HITT Contracting Full time

    Every day, our team members do amazing things in pursuit of our shared purpose to build trust with our clients, partners, subcontractors, and teammates. No matter your background, education, or career path, if you share our vision to create extraordinary experiences, you belong at HITT. Associate, Service DeskJob Description: The Service Desk is a critical...

  • Associate, Service Desk

    4 weeks ago

    Falls Church, United States HITT Contracting Full time

    Every day, our team members do amazing things in pursuit of our shared purpose to build trust with our clients, partners, subcontractors, and teammates. No matter your background, education, or career path, if you share our vision to create extraordinary experiences, you belong at HITT. Associate, Service Desk Job Description: The Service Desk is a...

  • Help Desk Specialist

    1 day ago

    Falls Church, Virginia, United States IntelliDyne Full time

    Job Title: Help Desk TechnicianJoin IntelliDyne, a leading provider of IT solutions, as a Help Desk Technician and play a critical role in delivering exceptional customer service to our clients.About the Role:We are seeking a highly skilled and motivated Help Desk Technician to join our team. As a Help Desk Technician, you will be responsible for providing...

  • Help Desk Support Specialist

    2 weeks ago

    Falls Church, Virginia, United States IntelliDyne Full time

    Help Desk Technician Job DescriptionAt IntelliDyne, we are seeking a highly skilled Help Desk Technician to join our team. As a Help Desk Technician, you will be responsible for providing technical support to our customers via phone, email, and in-person.Key Responsibilities:Answer customer calls and respond to emails in a timely and professional...

  • IT Service Desk Manager

    2 weeks ago

    Falls Church, Virginia, United States General Dynamics Information Technology Full time

    Job Title: IT Service Desk ManagerSecure and expertly apply the latest technologies to advance the mission as an IT Service Desk Manager with GDIT. Your work in enterprise IT will help our clients overcome evolving demands and missions. Own the opportunity to build your skills and accelerate digital modernization for our clients as you accelerate your...

  • Front Desk Associate

    4 weeks ago

    Idaho Falls, Idaho, United States Gold's Gym Idaho Full time

    Front Desk AssociateAbout the Role:The Front Desk Associate will be the first point of contact for members, guests, and staff as they enter the gym. This role requires a detail-oriented individual with excellent customer service skills to provide assistance and answer inquiries about gym operations and policies.Key Responsibilities:Provide exceptional...

  • Bilingual Spanish Service Desk Representative

    3 weeks ago

    Falls Church, United States Cognosante Full time

    Security Clearance required: Public Trust Do you want to make a difference? Cognosante employees are passionate about improving people's lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology...

  • IT Support Technician

    1 month ago

    Idaho Falls, United States InsideHigherEd Full time

    Job SummaryCollege of Eastern Idaho is seeking a detail-oriented, thorough, and organized IT Support Technician to join our growing team. The technician will play a key role providing support for all areas of IT, specifically Tier 2 support. An ideal candidate will expect to update desktop systems, troubleshoot technical problems, and provide hands-on...

  • Front Desk Supervisor

    3 weeks ago

    Idaho Falls, United States My Place Hotels Full time

    My Place Hotel in Idaho Falls is currently seeking an extraordinary leader for the position of Front Desk Supervisor. The Front Desk Supervisor has a wide-range of responsibilities coupled with the day-to-day supervision of full-time and part-time personnel which may include guest service representatives, lead room attendants, housekeepers, maintenance,...

  • Front Desk Associate

    3 weeks ago

    Idaho Falls, Idaho, United States Gold's Gym Idaho Full time

    Front Desk AssociateAbout the Role:The Front Desk Associate will be the first point of contact for members, guests, and staff as they enter the gym. This role requires a detail-oriented individual with excellent customer service skills to provide assistance and answer inquiries about gym operations and policies.Key Responsibilities:Provide exceptional...

  • Front Desk Associate

    3 months ago

    Idaho Falls, United States Gold's Gym International, Inc. Full time

    Front Desk Associate The Front Desk Associate will greet and direct members, guests and staff as they enter the gym. This position will provide assistance to members along with inquiries about gym operations and policies, as well as perform various administrative duties. This detail-oriented individual will possess excellent customer service skills and the...

  • Hotel Front Desk Associate

    2 weeks ago

    Idaho Falls, Idaho, United States Town Pump Full time

    Hotel Front Desk Job DescriptionWe are seeking a highly skilled and customer-focused Hotel Front Desk Associate to join our team at Town Pump. As a key member of our front desk team, you will be responsible for providing exceptional guest service and ensuring a seamless check-in and check-out experience for our guests.Key Responsibilities:Pleasantly greet...

  • IT Support Specialist

    2 weeks ago

    Idaho Falls, Idaho, United States City of Idaho Falls, ID Full time

    Job Title: IT Technician IJoin the City of Idaho Falls team as an IT Technician I and play a critical role in maintaining the city's information technology systems and operations.Job SummaryThe IT Technician I will perform a variety of technical duties related to the installation and maintenance of City Information Technology systems and operations. This...

  • IT Support Specialist

    2 weeks ago

    Idaho Falls, Idaho, United States City of Idaho Falls, ID Full time

    Job SummaryWe are seeking a highly skilled IT Technician I to join our team at the City of Idaho Falls. As an IT Technician I, you will be responsible for performing a variety of technical duties related to the installation and maintenance of City Information Technology systems and operations.Key ResponsibilitiesProvide exceptional IT customer service to...