IT Service Technician

3 weeks ago

New Haven, United States RED Global Full time

As a member of the IT Client Services Team, provide technical computer assistance which includes problem recognition, research, isolation, resolution, and follow-up. Requires experience and understanding of computing systems and networking applications. Involves the use of Help Desk incident tracking system and system monitoring tools. Monitor and respond quickly and effectively to requests received through the Help Desk channels (walk-up, telephone based and email). Monitor service desk for tickets assigned to the IT queue and process per documented procedures. Provide tier 1 assistance to end-users related to computer and or networking problems, and services and procedures. Troubleshoot user problems with computer hardware, software, and networking. Analyze and resolve user problems, prepare documentation, and informational materials for non-technical users. Research and analyze software and network problems and recommend solutions or resolve independently. Ability to solve technical problems and only escalate problems of a complex nature. Work as part of an integrated IT team and with other personnel within a multi-vendor multi-platform environment. Share knowledge with IT team. Assist in IT training programs for the user community. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Create work order and follow ups on technician visit to ensure resolution.


1. Provides telephone based and email computer support at the IT Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures.

2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed.

3. Provides functional support for financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with the company’s financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed.

4. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems.


Required Skill/Ability 1: Solid foundation and hands on experience with Windows and Apple hardware; Mac OS X, Windows 10 and 11; iPad, iPhone, and Android enabled devices, troubleshooting of miscellaneous hardware problems, standard application packages (Microsoft Office productivity tools and standard electronic mail packages).

Required Skill/Ability 2: Excellent interpersonal skills and superior customer service orientation. Proven ability and drive to provide excellent customer service. Customer service experience in a Help Desk environment/capacity. Exceptional oral and written communication skills, well organized, and detail oriented.

Required Skill/Ability 3: Ability to be a team player and work collegially with peers and colleagues. Ability to communicate effectively and tactfully, ability to organize and prioritize own work, and the ability to work effectively with others in a team setting.

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