Service Desk Technician

Position Overview

The Service Desk technician is the first level of the support chain and serves as a single point 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 provide first level assistance for client hardware, software, password, and VOIP, along with major incident support. The CenterGrid Service Desk operates 24x7x365.

Key Responsibilities

• Provides support via phone, e-mail and chat to employees of CenterGrid clients.
• Provides support for Microsoft Windows 10 Operating System.
• Provides support for Microsoft Office Products (Word, Excel, 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 efficiently 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 access tools.
• Troubleshoots remote access connectivity problems including WiFi.
• Conducts self in a manner that is consistent with client service expectations.
• Assists in the creation and maintenance of support documentation including work instructions, processes, and procedures.
• Ensures all necessary operational processes and procedures are carried out with a high level of attention to detail, expediency, and on-time delivery.
• Performs other duties as assigned.

Required Qualifications

• 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 a fast-paced environment.
• Must maintain a professional image, attitude, and demeanor.
• Strong customer service orientation.
• Must demonstrate the 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 integrity.
• Able to lift devices weighing over 50 lbs.

Preferred Qualifications

• Preferred prior NOC, service desk, or helpdesk support experience.
• Preferred 2 year degree, or technical training (technical school or military).
• CompTIA 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: Windows 10, MacOS; User creations/terminations (tasks/requests); SaaS support – application support (as needed by customer); Vivantio or other ticketing systems; Word, Excel, PowerPoint, Office365, Outlook, etc.; Internet Service Provider (ISP), Cable Modem, and Internet Support; Mobile Device Support – Android or iOS.