Service Desk Technician
6 days ago
Partners Personnel is seeking a Service Desk Technician for our client in the Smyrna, Georgia area, this a Long-Term Contract position. On-site Monday-Friday $50,960/yearly
As a primary point of contact for our colleagues, this highly visible position requires excellent interpersonal, customer service, and communication skills. The ideal candidate will be adept at following procedures, identifying trends, prioritizing tasks, and managing job tickets from initiation to resolution or escalation. We are looking for someone who can confidently make the best decisions, even when faced with uncertainty, to ensure exceptional support for our client’s internal teams.
Major Responsibilities:
- Respond promptly and clearly to phone calls or walk-up requests from colleagues.
- Assess impact and urgency of issues to prioritize effectively.
- Demonstrate empathy and ensure end-users feel supported and assured that their issues will be fully addressed.
- Accurately document all calls within the IT Services Management System in a clear, concise, and timely manner.
- Follow the on-call rotation to contact the appropriate resolver group or regional technician when needed.
- Perform password resets and follow procedures for various systems.
- Follow quick-resolution procedures for common issues, while knowing when to escalate for higher-level support.
- Monitor and process incidents and service requests in a timely manner, adhering to priority levels.
- Complete standard service requests, such as software installations and other administrative tasks.
- Assist with managing IT asset inventory.
- Interface with and build relationships with outside vendors (e.g., phone company, printer repair).
Qualifications:
- 1-2 years of experience in call-center or telephone-based troubleshooting. Experience in enterprise IT support is preferred.
- General knowledge of computer and network hardware, with the ability to troubleshoot common hardware failures.
- Strong commitment to providing excellent customer service and collaborating effectively with team members.
- Ability to multitask and manage high-pressure situations with calm and professionalism.
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