Service Desk Technician I

San Diego, California

 

Our Client Services, Service Desk team is seeking a Service Desk Technician I with a passion for problem solving and customer service to support our growing organization. The purpose of this job is to provide Tier 1 level technical support of operational activities using the telephone, email, or IM computing environment. This position exists is to provide front line IT support for internal customers in support of business goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides the initial point of contact for computer users who are experiencing technical issues or need help with their desktop computing environment.

  • Responds to support requests by phone, email, and direct input.
  • Documents IT Service desk related processes and procedures.
  • Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Builds rapport and obtains problem details from customers.
  • Follows up with end user to ensure problem has been adequately resolved.
  • May be assigned other specialized duties.

Identifies, researches, and resolves technical problems.

  • Interacts with all appropriate departments within IT to restore service and/or identify problems.
  • Maintains appropriate service level agreement (SLA) on tickets in Service Now.
  • Contributes to IT Service desk knowledge base.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibility.

EDUCATION AND EXPERIENCE

High school diploma or GED required. Minimum 1 year of experience as a Network or Computer Technician required. A+ or MCP, or equivalent experience required.

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

KNOWLEDGE AND SKILLS

Possess an in-depth knowledge of the Windows Operating System and experience with desktop software installation and configuration. Experience with desktop and laptop hardware maintenance and repair to include the installation and configuration of peripherals such as printers, scanners, webcams, and other USB devices. Experience working as a member of a team and have a customer-centric focus toward quickly resolving support requests. Must have good people skills to service customers with a wide range of technical knowledge. Good written and verbal communication skills to keep the customer informed and record actions taken to address technical problems. Analytical and problem-solving skills for troubleshooting and resolving technical problems. Knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Ability to apply principles of logic to a wide range of intellectual and practical problems.

PHYSICAL REQUIREMENTS

Office environment – no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear.

COMPETENCIES

This position maps to the Individual Contributor level. Additional competencies required: Technology Savvy and Creativity.

WORK ENVIRONMENT

This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment.