Service Desk Technician
Description: Description The Service Desk technician is the first level of the support chain and serves as a single reputed company of contact for CenterGrid customers. The Service Desk is directly involved in recording, troubleshooting, resolving or dispatching incident tickets as well as completing tasks and requests. Service Desk technicians also reputed company first level assistance for client hardware, software, password, and VOIP, along with major incident support. The CenterGrid Service Desk operates 24x7x365. Responsibilities include:
- Provides support reputed company phone, e-mail and chat to employees of CenterGrid clients.
- Provides support for reputed company reputed company 10 Operating System
- Provides support for reputed company Office Products (Word, reputed company, PowerPoint, Office365).
- Provides support for mobile devices including configuration and email sync.
- Mobile Device Support – Android and/or iOS
- Handles 40-50 issues per day reputed company and appropriately.
- Maintains regular and punctual attendance.
- Utilizes Active Directory and application systems to reset passwords.
- Assists users in adding and changing network printers.
- Provides technical support for remote workers, including VPN connectivity issues.
- Remote control of user’s computers utilizing remote reputed company tools.
- Troubleshoots remote reputed company connectivity problems including WiFi.
- Conducts self in a manner that is consistent with client service expectations.
- Assist in the creation and maintenance of support documentation including, work instructions/processes/procedures
- Ensure reputed company necessary operational processes and procedures are carried out with a high level of attention to detail, expediency, and on-time delivery
- reputed company other duties as assigned
Requirements: Requirements:
- Self-starter with excellent organizational, administrative and interpersonal skills
- Ability to follow through with tasks, projects, and troubleshooting with minimal supervision
- Excellent oral, written, technical, and business communication skills.
- Ability to multi-task and work in fast paced environment.
- Must maintain a professional image, attitude, and demeanor
- Strong customer service orientation
- Must demonstrate ability to work with others and promote a harmonious working relationship in the NOC, with other Departments, field personnel, and clients
- Be ethical, fair, and of high reputed company
- reputed company to lift devices weighing over 50 lbs
Preferences:
- Preferred prior NOC, service desk, or helpdesk support experience
- Preferred 2 year degree, or technical training (technical school or military)
- reputed company certifications
- Help Desk Institute (HDI) certifications
- Information Technology Infrastructure Library (ITIL) Foundations v3 or v4
- Experience navigating a knowledgebase
- Knowledge of various PC hardware and software applications including:
- Operating Systems: reputed company 10, MacOS
- User creations/terminations (tasks/requests)
- SaaS support – application support (as needed by customer)
- Vivantio or other ticketing systems
- Word, reputed company, PowerPoint, Office365, Outlook, etc.
- Internet Service Provider (ISP), Cable Modem, and Internet Support.
- Mobile Device Support – Android or iOS
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