IT Service Technician I

IT Service Technician I

Requirements

• Must have GED or High School Diploma
• 1+ years of previous IT Help Desk Experience

Responsibilities

• Answers phone calls and chats from end users experiencing IT related issues
• Creates Help Desk tickets to track technical issues
• Identifies and records incidents in a clear and concise manner enabling the issue to be communicated properly
• Resolves the problem if possible
• Escalate calls to the appropriate higher level if unable to resolve the issue
• Remotely access PCs to resolve issues
• Prioritize daily work assignments and issues
• Maintain communication for all parties
• Install new software or update existing software when directed
• Change and reset passwords in Active Directory
• Unlock users accounts in Active Directory
• Troubleshoot VDI (Virtual Desktop Infrastructure) issues with end users
• Must collaborate with peers using collaboration tools such as Microsoft Teams

Preferred Qualifications

• Must be able to learn new technical concepts quickly and readily
• Must have a solid knowledge about computers in general and in particular: Windows 10, MS Office and the Internet
• Must be able to demonstrate high proficiency with Microsoft Office
• Strong process adherence and improvement background
• Must be able to work well in a team environment, as well as on an individual basis, and have a desire to help the end users and peers
• Knowledge of basic hardware configuration
• Good knowledge of user account administration, (Active Directory)
• Knowledge of basic networking infrastructures
• Connecting to a database or application using ODBC
• Experience in a critical real-time production environment
• Must have excellent communication skills in person, on the phone and email
• Experience in an end user based environment
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
• Self-motivated and ability to work on own initiative in a pressure environment
• Willing to work variable shifts including evenings, weekends and public holidays
• Excellent customer service skills are CRUCIAL
• Problem solving skills
• Consistent follow through and follow up
• Great communication skills, CRUCIAL!
• Excellent Attendance
• Can-do attitude
• The customer is always right attitude
• Actively shapes our company culture (e.g., participating in employee resource groups, volunteering, etc.)
• Lives into cultural norms (e.g., willing to have cameras when it matters: helping onboard new team members, building relationships, etc.)
• Travels as needed for role, including divisional / team meetings and other in-person meetings
• Fulfills business needs, which may include investing extra time, helping other teams, etc.