Service Desk Technician I
3 hours ago
The Service Desk team plays a vital role in delivering exceptional customer service to AEG's users by possessing a strong understanding of IT Service Management and ITIL. As a Service Desk Technician I, you will be responsible for providing initial triage and Tier 1 support for technical incidents and service requests for AEG's enterprise services. Your primary focus will be on providing root-cause analysis, troubleshooting, support, and escalation via phone and email to end users.
Key Responsibilities- Provide fundamental troubleshooting, technical support, and escalation via phone and email to end users.
- Serve as the first point of contact support for end users for technical incidents and service requests.
- Properly handle new Incidents and Requests by performing initial detection, recording, classification, support, and escalation via AEG's Incident Management solution.
- Perform fundamental support of AEG's Identity Management, specifically account verification, password resets/lock out, enable/disable accounts, and update to contact information.
- Provide excellent customer services by ensuring end users receive relevant communications and receive regular status updates on their incidents and requests.
- Provide end users with a basic overview of AEG's IT services by providing them with relevant documentation, training materials, and/or connecting them with an appropriate matter expert.
- Assist with the installation and configuration of end-point devices as per provided procedural documentation.
- Participate in a rotating on-call schedule providing technical support after normal business hours.
- BA/BS Degree (4-year) (Advanced Degree Preferred) in Information Systems, Computer Sciences, or a related technical field.
- 0-2 years of experience in a technical position with primary responsibilities in user support in a Microsoft environment, which includes Windows 7/10 and MS Office Suite 2013/2016/O365; focus on Outlook.
- 0-2 years of experience managing Active Directory objects within Windows 2008/2012/2016 domain function level.
- 0-2 years of experience in a technical position in a facility with a standard network and server environment: TCP/IP protocol, DNS, DHCP, WINS.
- Ability to persistently troubleshoot a problem through resolution, with extensive experience with Microsoft technologies.
- Experience supporting various mobile handheld devices such as Apple IOS and Android.
- Experience supporting Office 365 services.
- Must have knowledge and related experience with Help Desk/Service Desk best practices.
- Understanding of troubleshooting basic TCP/IP issues, packet captures, and traces.
- Contains good organizational and project management skills, including the ability to organize time and work on multiple tasks and follow through to completion of task or project.
- Ability to learn quickly and work in a fast-paced environment.
- Excellent analytical and problem-solving skills, including a high degree of attention to detail and accuracy.
- Ability to follow a strict workflow process for QA and User Acceptance testing.
- Ability to lift and carry computer equipment.
- Ability to develop and maintain positive working relationships.
- Ability to work different shifts and extended hours as needed.
- Ability to participate in rotating on-call schedule.
- Ability to speak and write clearly and concisely.
- Requires personal transportation for job-related travel, as assigned.
- Foundational knowledge of the ITIL framework and IT Service Management.
- A+ Certification, MCP (Windows), and/or MCSE is preferred.
- CompTIA A+ Certification Preferred.
- Microsoft Certified Systems Engineer (MCSE) Preferred.
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