The IT Service Desk Technician's role is to ensure proper computer operation for end users to assist with accomplishing business tasks. This includes providing support to the Foundation’s staff locating out of an office, remote, and some external users. Main responsibilities include receiving, documenting, and actively resolving end-user IT support requests, escalating incidents when considered appropriate and necessary, and adhere to guidelines as defined by the Service Level Agreement (SLA) expectations.
Areas of Responsibility:
- Install, configure, troubleshoot, repair, and resolve incidents related to hardware, software (COTS and custom), web sites, Skype for Business, and conference room equipment.
- Follow relevant Standard Operating Procedures (SOPs), work instructions, and search previously completed tickets to resolve incidents and fulfill requests within established Service Level Agreements (SLAs).
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Configuration of routing devices.
- Provide outstanding customer service both at desk-side and via remote tools such as Skype for Business.
- Consistently achieve First Contact Resolution performance metric.
- Aware of customer’s time restraints and work within those time limits. Consistently set/reset customer’s expectations and estimate time to complete the task.
- Accurately document tickets in the ticketing system.
- Provide customer with incident reference numbers, keep customer informed of troubleshooting/resolution steps, and follow-up with customer to confirm/verify resolution.
- Walk customer through problem-solving process.
- Run diagnostic programs to resolve problems.
- Assist in cross training and communicate quick fixes.
- Management of specific Active Directory components for access management.
Educational Background:
Bachelor’s degree in IT or related field (or equivalent experience).
Skills/Experience:
- Minimum 2 years of technical experience assisting in a professional service desk environment.
- Extensive experience with troubleshooting Windows (7 and 10), Office 365 suite, Active Directory (both on-site and remote).
- Experience troubleshooting Mac OS.
- Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
- Customer Service - Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
- Oral Communication - Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
- Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
- Strong aptitude in OS repairs, spy ware and virus removal, hardware, upgrades, and troubleshooting.
- Team player and coachable.
- Ability to understand and discuss basic LAN/WAN technologies.
- Ability to meet deadlines.
Job Function:
Organization Info
Listing Stats
Post Date:
Jun 17 2019
Active Until:
Jul 17 2019
Hiring Organization:
Cystic Fibrosis Foundation
industry:
Nonprofit