Service Desk Technician

About the role

The Service Desk is critical to the success of our IT organization. Increasingly, our customers demand the delivery of a world-class service; our delivery of that service can be the difference between success and failure for our customers. All Service Desk Technicians are responsible for providing technical assistance and support related to computer systems, hardware, or software.

Utilizing the CA Service Desk application, technicians triage, troubleshoot, diagnose and resolve IT related support issues and dispatch and monitor incident and service tickets as necessary (i.e. software applications, hardware support, executive support services, etc.).

They log and track all requests for assistance, respond to queries, run diagnostic programs, isolate problems, and determine and implement client focused solutions.

The following responsibilities and core skills are expected for every Service Desk Technician:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Respond to queries either in person or over the phone
• Respond to email messages for customers seeking help
• Ask questions to determine nature of problem
• Walk customer through problem-solving process
• Support of disaster recovery solutions
• Acts as liaison between business communities and IT
• Document all Service activity and system maintenance documentation in CA Service Desk Manager
• Communication with customers is required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Work with other Service Delivery teams to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Appropriately escalate service requests that require higher levels of technical support
• Stay current with system information, changes and updates

Knowledge, Skills, & Abilities

• Associate or bachelor's degree in computer science or a minimum of 4 years of equivalent work experience working within a help or service desk environment
• Working knowledge of a range of remote administration and diagnostic utilities
• Experience working in an ITIL-driven environment with working knowledge of ITIL principles and processes
• Extensive application support experience and knowledge with Microsoft's entire suite of products, including Outlook/Exchange
• Exceptional knowledge of Microsoft Operating Systems
• Exceptional knowledge of Microsoft Office Suite including assisting on Office 365 issues towards resolution
• Strong knowledge of CA Service Desk ticketing system
• Strong knowledge of BMC Remedy ticketing system
• Ability to independently troubleshoot new technologies as they emerge (including software)
• Proven track record of being detail oriented, with outstanding follow-through
• Able to effectively interact with all levels of the organization
• Excellent oral and written communication skills
• Ease in learning new skills or enhancing existing skills
• Expert planning and organizing
• Expert problem-solving skills, identifying the root cause of a problem
• Always customer focused for all service delivery activities
• Flexible and adaptable
• Attention to detail
• Ability to maintain their cool in a stressful environment

Additional Information

All your information will be kept confidential according to EEO guidelines.