03 Aug
Service Desk Technician
Vacancy expired!
- Field incoming support requests calls and tickets.
- Perform Tier-1 support and troubleshooting in the Test and Production environments including onsite and remote.
- Direct support requests to the appropriate escalation destinations, ensuring sufficient documentation exists while meeting defined SLA for initial ticket response.
- Provide support for Microsoft Office, mobile devices, printers, Windows operating systems, business applications, and low- to mid-level technical issues; leveraging multiple teams for ticket escalation and knowledge transfer when necessary.
- Document issues and solutions thoroughly including the steps to recreate and resolve them, producing knowledge articles as required.
- Anticipate, identify, and escalate issues/risks affecting self, the team, the department, or the company.
- Communicate in a timely and effective manner, keeping the team informed of status and progress.
- Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
- Look for and suggest improvements in efficiencies to reduce costs, as an accountable Employee/Owner.
- 2 years of experience working support requests.
- Foundational understanding of Microsoft Office and Windows operating systems.
- Knowledge of networking protocols and equipment.
- Experience with Client/Server applications.
- Experience with Active Directory.
- Basic hardware and software troubleshooting abilities.
- Basic experience supporting and configuring mobile devices.
- Basic understanding of technical management platforms: Mitel, SolarWinds, Cisco Meraki dashboard.
- Understanding of PowerShell as a tool.
- Ability to produce written knowledge articles.
- CompTIA A+ certification.
- CompTIA Network+ certification.
- Microsoft Certified Professional (MCP) certification.
Vacancy expired!