Service Desk Associate Level II

2 weeks ago

Orlando, United States Pioneers Full time
Summary:
This person's primary responsibility is to support the Pioneers userbase as part of the Pioneers Service Desk team working primarily with Tier 1&2 staff as well as collaboration with tier 3 staff. Desktop and network resources troubleshooting will be the primary domain of this position but other ad-hoc requests as needed will be part of the responsibilities.

Qualifications:
  • Committed to global missions and overall vision of Pioneers
  • Must practice and support the elements of the US Mobilization Base Manual
  • Strong focus on customer satisfaction, with strong interpersonal skills and responsiveness
  • Must be able to give attention to detail and supply exceptional customer service
  • Effective communication skills
  • Must be willing to learn on an on-going basis
  • Proficient technical desktop and network troubleshooting skills
  • A+ and Net+ Certification or equivalent work experience
  • Experience with Windows and MAC OS
  • Experience with collaborative tools such as Teams, Smartsheet, Zoom, Sharepoint, Confluence, etc
  • Ability to work with minimal supervision
Responsibilities:
  • Serve as a member of the Service Desk Team, handling all Tier 1&2 assignments, reassigning toTier 3 as needed
  • Provide Tier 1&2 support for Collaborative tools, like Teams, Sharepoint, Zoom, Smartsheet, Confluence and others
  • Serve as Point-of-Contact for assigned tickets during normal business.
  • Provide IT technical support for local and remote employees and visiting missionaries serving with Pioneers
  • Gather information on user issues, create tickets, and escalate as necessary
  • Collaborate with other IT staff as needed to resolve outstanding service desk requests
  • Deploy software and hardware (incl. laptops, desktops, printers, multifunction devices)
  • Build positive, customer-focused relationships with our client base
  • Adhere to IT policies and processes to ensure consistent quality of service
  • Perform other duties as assigned by supervisor
Physical Demands:
  • Able to get under desks and transport desktops
  • Environment: Work is performed primarily in a standard office environment with extensive public contact and frequent interruptions.
  • Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.
  • Vision: See in the normal visual range with or without correction.
  • Hearing: Hear in the normal audio range with or without correction

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