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Performance Trust Capital Partners is seeking a skilled Service Desk Support Technician to join our Technology Services team. This is a hands-on role responsible for supporting our firm's technology needs while working with talented system administrators, developers, and technology professionals in a highly leveraged data and analytics driven environment.
Key Responsibilities:- Provide first contact support for incoming requests via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
- Deploy pre-packaged software using distribution tools and processes as requested by end-users.
- Build rapport and elicit problem details from service desk customers.
- Ensure timely response to all requests for service during and after hours, documenting each in the service desk ticketing tool.
- Escalate incidents with accurate documentation to suitable technicians.
- Record, track, and document the service desk incident solving process.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Install antivirus software and ensure virus definitions are up to date.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Align and prioritize work based on key performance indicators (KPIs) against SLAs for the service desk team.
- Help identify deprecated services and opportunities for improvement.
- Collaborate with Cyber Security and Infrastructure teams to ensure that security, administration, and support are appropriate and prioritized.
- Bachelor's degree, preferably in a quantitative, technical-related discipline, or equivalent work experience in areas of service desk support and leadership.
- 1+ years of service desk support experience.
- Experience and knowledge in service desk ticketing systems, PC life cycle support, Microsoft Office, Microsoft Operating Systems, asset management, hardware, and software support.
- Familiarity with networking technologies, server support, Active Directory, and Microsoft Exchange.
- Organized and driven to bring order and direction to fluid environments.
- Structured problem-solving skills; experience using systematic and fact-based processes to determine root cause and improve operations and support for mission-critical services.
- Oriented toward optimization and efficiency in process.
- Experience working within governing controls such as Change Management, Incident Management, and Continuity Management.
- Demonstrated expertise in establishing a culture of positive collaboration among cross-functional teams comprised of diverse personalities, skill sets, and levels of experience.
- Highly developed communications skills to clearly articulate the business and technical requirements required for service delivery.
- Effectively conveys a sense of urgency and bias for action.
