Information Technology Service Desk

3 weeks ago


Urbandale, United States GTN Technical Staffing Full time

IT Support

Responsibilities:

  • Assist in response to end-users' inquiries regarding technology issues. Includes incident recognition, research, isolation and follow-up steps for first and second tier issues.
  • Use incident management database and technology resource center systems.
  • Perform system administration, including managing the life cycle of network accounts, permissions, access control lists, folders, etc., for requests, first day services, intra-day transfers, and last day ensuring account security procedures are implemented and enforced, including code/standards of conduct.
  • Support and administer audio, video and web conferencing.
  • Provide training/presentations to end-users on a regular basis on various aspects of technology and its application in the company.
  • Consult with other information technology personnel to coordinate activities related to testing and implementing new technology. Be a key participant in user testing, implementing, document creation and communication for information technology department and the end-user.
  • Maintain the information technology outage request database.
  • Create and present various reports to management regarding department metrics, benchmarking information, audit and compliance or ad hoc reports as requested.
  • Provide after-hours support and perform any additional responsibilities as requested or assigned.

Qualifications:

  • Previous experience in IT, customer service, or other related fields
  • Ability to build rapport with clients
  • Strong troubleshooting and critical thinking skills
  • Positive and professional demeanor
  • 3+ years of experience
  • Previous ServiceNow / large ticketing exp
  • Previous AD experience
  • Teachable
  • Able to hit the ground running
  • Able to pass a background check/drug test prior to starting


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