Service Desk Technician

Service Desk Technician

Requirements

• Has knowledge on setting up, maintaining and installing printers
• Has knowledge and understanding of Apple products
• Possess ability to maintain confidentiality and handle sensitive information in an appropriate manner
• Has ability to effectively express technical information to nontechnical employees
• Has technical aptitude and the ability to learn new software and technologies
• Is beginner to intermediate skills in Windows 7 / Windows 10, Microsoft Office 2013/2016/O365, Adobe full range of products entering appropriate information into the current work ticket tracking software
• Has minimum of a high school diploma, or equivalent, but prefer Associate degree in MIS, Computer Science, or Network Technology
• Obtain Orion Industry Certification.
• Has at least three months experience in a technical internship or school computer lab
• Has at least three months experience with software and hardware installation
• Possess at least three months experience troubleshooting software and hardware
• Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Responsibilities

• Answer service desk calls, manage request tickets, and monitor all communications channels (email, phones, and Slack) for the Service Desk, for all employees, and resolve issues meeting customer satisfaction requirements within required Service Level Agreement (SLA) parameters
• Provide technical assistance and troubleshooting for all PCs, Macintosh’s, projectors, printers, and collaboration rooms
• Provide technical assistance and troubleshooting for all non-proprietary business software and applications – i.e. Windows, iOS, Office, Adobe, etc.
• Set-up and support technology platforms for meetings, employee trainings and quarterly meetings
• Support disaster recovery testing and procedures for Security and Network Operations
• Work with facilities manager to assist with employee hardware moves, adds, and changes
• Train new employees on computer and phone procedures
• Install and configure new and reallocated PC and Mac computer with required operating system using manual and automated software systems
• Maintain hardware asset inventory lists according to insurance, accounting, and ISO requirements
• Install and configure non-proprietary applications using manual and automated software systems
• Maintain software asset and license inventory according to insurance, accounting, and ISO requirements
• Process security access request including user moves/adds/changes, new hires, transfers, terminations, password reset/unlocks and email and security group membership
• Process all PC and Mac related purchase requests using Service Desk supplied tools and appropriate workflow and quoting tools
• Update software asset and license inventory according to insurance, accounting, and ISO requirements
• Maintain inventory of all purchased hardware documenting receipt of all items including printer toner and printer maintenance kits

Preferred Qualifications

• Prefer Associate degree in MIS, Computer Science, or Network Technology