Service Desk Technician

Tier 1 Service Desk Technician Objectives Assist with the planning, implementation, maintenance, and documentation of all facets of network and systems infrastructure, including Application Development lifecycle Assist and train customers in the operation of workstations, account access, phone systems, processes, and procedures Assist with the management of company systems infrastructure, systems, software applications Provide Service Desk support for requests via phone, email, and walk-ins and create Service Requests, Incident Requests and Problems via Service Management application Responsibilities and Duties Work within Service Management application to create detailed requests, work logs, and technical documentation Use appropriate communication and documentation to inform team members of important issues and information which will improve team performance. Inform and coordinate with Operations and other computer users of procedures that could interrupt, affect or interfere with their job duties Escalate issues to Tier Two, as needed, as well as appropriately set customer expectation for meeting SLAs and follow-up (i.e. when to contact and who will contact) Participate in the on-call rotation as needed with Infrastructure and Operations staff. When oncall, be prepared to address technical issues at all times. Maintain healthy working relationships with customer base. Treat co-workers and customers with respect, dignity and courtesy. Qualifications

• Ability to prioritize numerous tasks on a daily basis.
• Ability to address customer needs with a friendly demeanor and maintain an attitude of service
• A+ Certification is a plus