It Service Desk Technician

2 weeks ago

Knoxville, United States Emerald Resource Group Full time
Role: IT Service Desk Technician / IT Help Desk Support

Location: Knoxville, TN

As a crucial technical asset within our organization, the IT Service Desk Technician plays a key role in providing desktop support, facilitating effective communication, offering expert troubleshooting, and ensuring prompt resolution of end-user PC, laptops, and desktop requests within a collaborative support desk environment.

Basic Functions:
  • Provide IT support for technical issues related to Microsoft's core business applications, as well as virtual environments built on Microsoft, VMware, Hyper-V, etc.
  • Manage service and project tickets following internal procedures.
  • Design, implement, and support services for Microsoft-related technologies such as Windows Server, Office 365, SQL, SharePoint, etc.
  • Engineer and implement system solutions tailored to meet customer needs.
  • Implement and support disaster recovery solutions.
  • Offer technical services and support at the network level, including WAN and LAN connectivity, routers, firewalls, and security issues escalated from the help desk.
  • Implement and support remote access solutions, including VPN and Terminal Services.
  • Provide system documentation and consulting services, including system reviews and recommendations.
  • Communicate with customers as needed, keeping them informed of incident progress, notifying them of impending changes, and agreed-upon outages.
Additional Duties and Responsibilities:
  • Enhance customer service, perception, and satisfaction.
  • Work effectively within a team and communicate efficiently.
  • Escalate service or project issues that cannot be completed within agreed service levels.
  • Demonstrate business awareness, with specific knowledge of how IT relates to customer business strategy and goals.
  • Develop in-depth knowledge of the service catalog and its relevance to customer needs.
  • Document internal processes and procedures related to duties and responsibilities.
Knowledge, Skills, and/or Abilities Required:
  • Possess professional IT certifications or a degree in Computer Science or a related field.
  • Demonstrate strong interpersonal skills, including telephony skills, communication skills, active listening, and customer care.
  • Exhibit strong diagnostic skills for technical issues.
  • Ability to multitask and adapt quickly to changes.
  • Technical awareness, with the ability to match resources to technical issues appropriately.
  • Service awareness of all key IT services provided by the organization.
  • Understanding of support tools, techniques, and the use of technology to provide IT services.
  • Typing skills for quick and accurate entry of service request details.
  • Self-motivated with the ability to thrive in a fast-moving environment.
Additional Information:
  • Excellent verbal and written communication skills.
  • Proficient in diagnosing a wide array of technical issues in an ever-changing environment.
  • Strong knowledge of Windows operating systems.
  • Advanced knowledge of Windows Server.
  • Experience with Microsoft Office 365.
  • Advanced knowledge of network switches, routers, and firewalls is required.
  • Virtualization experience with Microsoft Hyper-V and/or VMWare is essential.
  • Strong troubleshooting skills, initiative, and professionalism are of utmost importance.
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Contact: John at john@emeraldresourcegroup.com.

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