IT Service Desk Technician

Job Description

Under general direction, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, trouble-shooting and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully. May interact with engineers (e.g., Network, System, SAP, etc.) and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user incidents. Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades and software installs with elevated profile rights.

Qualifications

Responsibilities include the following:

Service Request and Incident Management: Accountable for Tier 1 (Service Desk Technicians) performance and adherence of job essential functions. Responsible for Tier 1 team meeting service level requirements and agreements associated with end-to-end processes. Provides initial training, coaching and escalation for Tier 1 (Service Desk Technicians). Trends support issues and finds long term solutions and enhancements. Works with other System Administrators and Corporate IT in order to deliver a common support practice within the business organization.

User System Profile/Account Support: Accountable for Tier 1 (Service Desk Technicians) adherence of User System Profile and Account Support processes (e.g., activation, modification, termination, and Password Resets, etc.). Responsible to reset service account passwords on a quarterly basis

Operational Processes: Accountable to track and monitor Tier 1 team operational activities. Provide escalation point for backups (e.g., scheduling, troubleshooting, restorations, etc.). 

Change Management: Accountable for Tier 1 team to monitor and communicate the progress of Emergency, High Priority or high risk planned changes and identify and communicate non-planned (e.g- not submitted changes). Facilitates SAP and Infrastructure Change Control Board meetings. Follows up on open Change Control tickets and escalates to management when process is not being followed. 

Communication: Accountable for Tier 1 team to quickly communicate/escalate all Severity 1 and 2 incidents. Facilitate daily ops meetings. Conduct ticket audits to ensure proper customer communication. Listen to support staff handling calls to coach. Effectively organizes and prioritizes tickets, enhancements and projects while making progress visible to customer and management.

Continual Service Improvement: Provides a stable Service Desk environment to effectively and efficiently perform procedures to ensure IT services meet Service-Level Requirements (SLR). Research and develop solutions that can help expand or make support initiatives more efficient or effective. Simplify or automate IT operations and increase levels of IT service.

Technical skills: Ability to pick up new technology quickly and easily with minimal guidance.

Knowledge and Documentation Management: Responsible to improve the customer’s efficiency by utilizing knowledge databases and best practices to resolve incidents quickly. Accountable to develop and maintain Operations knowledge base documentation (process, procedures and quick entry’s). Responsible to ensure Information Technology and Customer records are accurate 

Service Request and Incident Management: Accountable for Tier 1 (Service Desk Technicians) performance and adherence of job essential functions. Responsible for Tier 1 team meeting service level requirements and agreements associated with end-to-end processes. Provides initial training, coaching and escalation for Tier 1. Trends support issues and finds long term solutions and enhancements. Works with other System Administrators and Corporate IT in order to deliver a common support practice within the business organization.

OTHER FUNCTIONS

Daily Service Request and Incident Ticket Audits (Detailed operational process)

Monthly status report

Monthly Software License/Account Audits (Detailed operational process)

Quarterly System Maintenance Activities (1 weekend night, 4 times per year) 

Bi-annual Disaster Recovery Testing (1 weekend night, 1 times per year) 

Equipment Commissioning/De-commissioning (Servers, Routers, Switches)

Datacenter Storage and Inventory Cleanup

Qualifications include the following:

Solid knowledge in Microsoft applications and environments

Solid knowledge in Windows Server

Solid knowledge in Windows Active Directory

Basic knowledge in Linux

Basic knowledge in TCP/IP and non TCP/IP protocols 

Basic knowledge with MLPP and MPLS protocols for WAN

Basic knowledge in PRI and telecommunications

Basic knowledge with Firewalls, authentication systems and applying cryptography

Solid knowledge with standard Incident, Problem and Change Management processes as defined by ITIL

Basic knowledge Commvault software

Basic knowledge Dell Kace software

Basic knowledge Airwatch software

Basic knowledge Solarwinds software

Basic knowledge with installation and maintenance of network cabling

Basic knowledge with configuration and maintenance of Cisco routers

Ability to network/distribute computing concepts and client/server programming

Ability to perform hardware and software installations

Ability to troubleshoot and problem solve

Ability to assign appropriate priorities to work assignments based upon situational pressures

Ability to be creative, technology-savvy, and a team player/leader with exceptional organizational skills

Ability to demonstrate a sound knowledge and application of IT change, release, problem, incident and continuity management processes

Ability to demonstrate strong analytical, problem solving and multi-tasking skills 

Ability to exercise limited judgmental flexibility when presented with business situations with the IT Help Desk staff whereby a standardized response will not suffice

Ability to exhibit personal initiative to remain informed of changes and updates to operational procedures as they occur.

Ability to interact with multiple departments across divisions, and be able to drive tasks to 

Ability to organize and prioritize multiple work priorities

Ability to respond promptly and accurately to IT Help Desk requests for information and assistance

Ability to view impact and necessity of work performed to the total business environment.

Ability to work with others, takes time to help co-workers achieve their objectives and goals when input is needed from different areas in order for timelines to be met.

Acceptable Training and Experience Typically requires high school graduation supplemented by other technical training in a related field and 3 -5 years desktop and technical support experience. May also be called Service Desk or Help Desk Technician.