Associate, Service Desk

7 days ago

Falls Church, United States HITT Contracting Full time

The Service Desk is a critical function within an organization, responsible for providing technical support and assistance to internal employees. The primary objective of the Service Desk is to ensure that all IT-related issues are addressed promptly and effectively, minimizing downtime and maximizing productivity. The Service Desk team serves as the first point of contact for any IT-related queries, incidents, or service requests, and plays a crucial role in maintaining a smooth and efficient IT infrastructure.

As a member of the Service Desk team, you will be responsible for promptly responding to support requests through various channels such as phone, email, or in-person interactions. You will troubleshoot and resolve hardware and software problems, documenting all incidents and their resolutions in a ticketing system. Additionally, you will collaborate with other IT teams to escalate complex issues that require further investigation and resolution.

Your role will also involve assisting with the setup, configuration, and deployment of new computer systems, peripherals, and software applications. You will provide user training and guidance on basic software and hardware usage, ensuring that end-users are equipped with the necessary knowledge to enhance their productivity. Compliance with IT policies, procedures, and security protocols will be essential, including managing access control and resetting passwords when required.

The Service Desk team plays a vital role in maintaining a smooth and efficient IT infrastructure, and your contributions will be essential in meeting customer expectations and ensuring high levels of user satisfaction. You will have the opportunity to stay updated with emerging technologies and industry trends, providing proactive support and recommendations. Strong problem-solving skills, excellent communication abilities, and a customer-oriented mindset will be crucial to excel in this role.

Responsibilities:

  • Provide exceptional customer service to all HITT team members and leadership.

  • Respond to incoming support requests and provide technical assistance via phone, email, or in person.

  • Maintain constant communication with team members and IT staff through resolution of problems.

  • Responsible for all aspects of new team member hardware setup and configuration.

  • Responsible for performing all aspects of the IT asset management process to ensure equipment is accurately inventoried and recorded.

  • Troubleshoot hardware and peripheral failures, such as printers, laptops, phones, etc.

  • Setup and administer O365 accounts and applications.

  • Configure and troubleshoot IOS devices including iPhones and iPads.

  • Tracks and recovers equipment from exiting team members.

  • Create and track trouble tickets and update progress through completion.

  • Manage the erasure and disposal of IT assets through established guidelines.

  • Maintain documented security protocols during every aspect of IT.

  • Document all support incidents, including the steps taken for resolution, in the RemedyForce ticketing system.

  • Provide user training and guidance on basic software and hardware usage to enhance end-user productivity.

  • Ensure compliance with IT policies, procedures, and security protocols, including password resets and access control.

  • Collaborate with other IT teams to identify and implement process improvements and best practices.

  • Stay up-to-date with emerging technologies and industry trends to provide proactive support and recommendations.

  • Assist in managing and maintaining the knowledge base, creating and updating support documentation and user guides.

Qualifications:

  • Proven experience in a customer service or technical support role, preferably in an IT service desk environment.

  • Strong knowledge of hardware, software, and networking concepts, including Microsoft Windows, Office Suite, and O365.

  • Familiarity with ticketing systems and remote support tools for incident tracking and resolution.

  • Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues.

  • Effective communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.

  • Ability to work independently and collaboratively in a fast-paced environment, prioritizing and managing multiple tasks.

  • Exceptional customer service orientation with a focus on building positive relationships and exceeding expectations.

  • Attention to detail and strong organizational skills to maintain accurate records and follow processes.

  • Knowledge of ITIL (Information Technology Infrastructure Library) framework and IT service management best practices.

  • Flexibility to work in shifts, including evenings, weekends, and holidays, to provide 24/7 support if required.

  • Commitment to continuous learning and professional development to stay current with evolving technologies and industry trends.

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