Position Summary The IT Service Desk Technician plays an important role in the organization by performing numerous tasks related to the company’s information technology functions. The role is responsible, under general direction and supervision, for acting as the central point of contact from which users throughout the organization may request technical assistance with hardware or software. This position is 90% telephone and remote tool support. On occasion the Help Desk team supports walk ups, and/or staff located at the assigned facility. Essential Functions Answer incoming queue calls and voicemail messages, using department procedures. Utilize the IT Service Desk electronic ticketing system Samanage, according to department procedures for the opening, closing, resolution, escalation, and tracking all user requests. Monitor queue regularly and dispense tickets in queue to the applicable department or resource. Provide first-line support to all locations, including troubleshooting PC hardware, standardized and proprietary software, telephones, mobile devices, VPN and network printers utilizing historical database records and technical expertise. Resolve at least 70% - 80% of all calls received, and to follow escalation procedures to the appropriate IT staff for those requests that cannot be resolved over the phone. Interact and collaborate with other staff regarding requests, problems, updates, and resolutions. Administer AS400/Client Access user accounts and resolve MS Windows related printing issues. Follow established escalation procedures for situations which require an IT Service Desk Manager and IT Service Desk Supervisor assistance and oversight. Notify IT Service Desk Manager and/or IT Service Desk Supervisor of any changes within Information Technology that may cause a change in volume, escalation, major outage, server issue, major move, and/or staffing issue. Create knowledge-based articles and solutions to guide the end users and technicians through resolving issues. Update and dispatch assigned tickets daily in accordance with technicians and responsible parties. Meet company established Service Level Agreements regarding response and resolution. Adheres to IT Department and company policies, procedures, Guild Professional Code of Conduct and established best practices.

Qualifications

Associates degree in a related discipline (or equivalent combination of education and experience) along with 3 or more years’ related experience Passionate about delivering excellence in customer service within a distributed, enterprise IT environment Experience with hardware support, application, disk encryption, network connectivity, printers and IT security best practices required. Proven intermediate user-level hardware and software troubleshooting skills, including MS-DOS, Microsoft Windows 10, Microsoft Office 365, Chrome, Microsoft Edge, Anti-virus applications. Intermediate Networking skills and familiarity with printers, VPN and telephone systems. Occasional after-hours, nights, weekend, and holiday work is required. Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques. Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment. Ability to document work performed, and update end user instructions as needed. Current CompTIA or HDI certification preferred. Excellent verbal and communication skills required.