Service Desk Technician

1 month ago

New York, United States MetroPlusHealth Full time

Position Overview

Reporting to the Manager of Help Desk, the Service Desk Technician will provide first level troubleshooting support for a variety of computing support issues while ensuring the highest-level customer service. This role will provide day to day support for application, hardware and networking issues. The Service Desk Technician should be able to handle a minimum of 60 customer contacts a day while maintaining a 90% first call resolution.

Job Description

Acts as the first point of contact for all IT issues, quickly responding customers request for IT service within SLA guidelines. Serves as primary support for end user access management requests including new employee technology onboarding, account setups, access changes and terminations. Follows established audit procedures to ensure all employees receive proper access as authorized by their job function. Accurately triages and categorizes incidents and requests coming into the Service Desk, ensuring all tickets are properly documented in accordance with IT quality guidelines. Uses remote tools (Go to assist, SCCM) to further diagnose and troubleshoot issues at remote locations. Appropriately routes issues not resolved on initial contact to the correct team for resolution, ensuring all troubleshooting and triage steps are documented in ticketing before reassignment. Assists in documentation of Service Desk troubleshooting procedures that can be shared with the team’s knowledgebase. Assists in identification of trends in incidents, recommending recurring issues for problem management process. To ensure continuity of essential services, this role maybe required to work variable shifts and/or overtime depending on business

Minimum Qualifications

BA or BS in Computer Science, Information Systems or related discipline required.  3 years’ experience on an enterprise Service Desk preferred  Strong customer service focus, organizational skills and ability to multi-task with excellent time management skills required. Demonstrated knowledge of Active Directory and basic AD administration (User and Group management) Fundamental Windows 7 & Windows 10 troubleshooting and mobile device support in an enterprise environment. Proficient in Microsoft Office 365 support (Excel, Word, PowerPoint, Outlook) Hands on experience working with an ITSM/ticketing system (ServiceNow, Remedy, etc.) ITIL Certification a Plus A+ certification a Plus

Professional Competencies 

Integrity and Trust Customer Focus Functional/Technical skills Written/Oral Communication

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