Service Desk Technicial 1
27 days ago
Conshohocken
Job DescriptionSalary: The Service Desk Technician Level 1 will primarily analyze and troubleshoot customer support tickets based on standard operating procedures. The ideal candidate will have experience working in a Service Desk environment (Managed Services Provider a plus) focusing on Windows environments and VMware virtual infrastructure in private, hybrid and/or public cloud. Duties will include customer support of installation, integration, configuration, of computers and all manner of peripheral devices. A. Required Skills • Bachelor's degree in Information Technology or equivalent demonstrated experience and knowledge., • 1-3 years' experience working in a Service Desk or equivalent knowledge position, • Excellent interpersonal skills and professional demeanor, • Excellent customer service, verbal, and written communication skills, • Strong skills and working knowledge of Windows Desktop Operating Systems, Windows Server Operating Systems, Active Directory, Group Policy, TCP/IP, DHCP, DNS, • Knowledge of various security methodologies and processes, and technical security solutions, • Strong analytical and problem-solving skills, • Enterprise backup solutions: Asigra, StorageCraft, and equivalent, • Ability to multi-task, prioritize, and manage time effectively, • Strong attention to detail and accuracy in data entry is important B. Other Requirements • Ability to continually increases technical knowledge of assigned technologies and domains and demonstrates application of that knowledge. Achieves appropriate certifications and educational advancements, • Ability to communicate moderately complex technical concepts appropriately tailored for the audience from vendors and technical resources to technical and non-technical customers Policies, Process and Procedures:, • Acts in accordance with established guidelines and follows processes and procedures, • Works with peers, subordinates, management, and customers to build and maintain positive, constructive working relationships despite disagreement, • Assists others when needed or necessary to achieve, • Effectively deals with ambiguity, unexpected events, and changing infrastructure requirements, • Juggles multiple tasks and activities simultaneously, • Handles and manages technical stress, • Undertakes activities on their own; communicates status appropriately, • Anticipates activities and projects and keeps informed of technology and industry trends and learns and applies new skills and technologies, • Sees the bigger picture and articulates multiple solutions to technical problems, • Serve in a dedicated help desk support role for a specific customer account, • Shift hours are either:, • Shift A 7am EST to 3pm EST, • Shift B 11am EST to 7pm EST, • Receives, prioritizes, responds to and resolves or escalates support requests, • Manages support requests and ticket queues within the Service Desk ticketing system, • Expertly manages end-user expectations throughout the support process, • Fully documents resolutions in the Service Desk Knowledgebase, • Provides end-user training as needed and encourages the use of self-help resources, • Provisions network and system access based on organizational and functional roles, IT department policy and established security practices, • Provisions common Configuration Items, such as computers, mobile devices, printers, phones, etc. in compliance with established Service Desk Standards, • Participates in an on-call after-hours rotation, • Provides on-site support leading up to and during new office go-lives, • Updates Configuration Item, asset management records, to reflect the procurement, assignment, recovery, and retirement of items, • Assists with VMware implementation designs and administration support, • Responsible for day-to-day monitoring of alerts, servers, and backup platforms, • Review log reports and alerts, • Monitor the completion of server backups and DR testing, • Assist with configuration and implementation of customer projects.