IT Service Desk Technician

17 Jun 2024

Vacancy expired!

The IT Service Desk Technician I on our Service Desk team reports directly to the Service Desk Supervisor providing support to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level.

Responsibilities
  • Acts as single point of contact (SPOC) for all customer interactions with TSS
  • Provide coaching and education to users on self-help tools that may be applicable to the user’s problem
  • Management of user incidents and service requests from phone calls, emails, voicemails, chats, or self-submit
  • Perform return-to-service (RTS) activities of incidents and request fulfillment
  • Gather triage information from user to fully understand and troubleshoot the issue
  • Check systems availability and connectivity via monitoring tools
  • Log contacts in ServiceNow, opens incident tickets to capture the symptoms of the issue, and records error messages and activity logs into the incident ticket
  • Monitor self-submit queues and perform initial problem verification, contact the user who submitted the incident
  • Takes and records appropriate actions to resolve the incident
  • Utilizes standardized written procedures, scripts, and knowledgebase articles to resolve common issues
  • Ensure issues are expedited based on priority
  • Incident and service request logging, routing, and reporting in ServiceNow based upon defined policies/procedures
  • Resolves undocumented issues under direction of, and with the assistance of, mentor and senior representatives
  • Accesses Workplace Support Group to engage subject matter experts on resolving complex issues and utilize updated process and procedures
  • Reports issues that are not in the KBA’s, documents solutions, and drafts new KBA’s for approval
  • Communicate with the user to set a date for when the work shall be completed and complete the work by or before the scheduled date. If changes to the anticipated completion time occur (e.g., other higher priorities arise, the user is out of the office on business travel, short-term disability, etc.,), communicate with the user and establish a new date.
  • Provide consistent user experience regardless of the channel used
  • Tickets and resolutions are reviewed by mentor and/or technical lead daily
  • Always maintains a professional and courteous demeanor providing timely, respectful, and thorough customer service. Provide continuous communication with the most appropriate method to team members and clients.

Requirements
  • High School Diploma or equivalent and 12 months of customer service experience is required.
  • Knowledge and ability to utilize computers and related technology efficiently
  • Experience in a help desk or call center role is preferred
  • Excellent customer services skills
  • Basic troubleshooting and problem-solving skill
  • Experience with Microsoft Windows operating systems and products (required)
  • Linux platforms (desired)
  • Experience supporting Macintosh hardware and software (desired)

Essential Physical, Mental, and Emotional RequirementsPhysical, mental, and emotional stamina to perform the duties and responsibilities of the position; manual dexterity sufficient to write, use the telephone, business machines (including computers and printers); vision sufficient to read printed and online materials including knowledge base articles (KBA’s), work reference materials, troubleshooting guides; hearing sufficient to conduct in-person and telephone conversations; speaking ability in an understandable voice with sufficient volume to be heard in the normal conversational distance, on the telephone; physical stamina sufficient to sit for prolonged periods of time; physical tolerance to be exposed to air-conditioned space; emotional ability to work respectfully and professionally with teammates and customers in a fast-paced and at times stressful situations; mental acuity to collect and interpret data, define and solve common problems. Requires consistent and regular attendance.

Employee Job Functions are physical actions and/or working conditions associated with the position. These functions may also constitute essential functions for the job position which the employee must be able to fulfill, with or without reasonable accommodation. The information provided below is to help describe the job so that the applicant has a reasonable understanding of the job duties/expectations. An applicant's ability to perform these actions will be discussed and workplace accommodations may be made on a case-by-case basis following an individualized assessment of the applicant and other considerations, including but not limited to any governing safety standards.
  • Stooping, kneeling, crouching, turning and twisting - Never
  • Ability to reach, feel and handle items – Occasionally
  • Moving about to accomplish tasks or moving from one worksite to another - Never
  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic) - Constantly
  • Repeating motions that may include the wrists, hands and/or fingers - Constantly
  • Operating motor vehicles - Never
  • Physical Demands – Sedentary work that primarily involves sitting/standing
  • Moving self in different positions to accomplish tasks in various environments including tight and confined spaces - Never
  • Ability to sit at a computer terminal for an extended period of time - Constantly
  • Adjusting or moving objects up to 25 pounds in all directions - Never
  • Communicating with others to exchange information - Constantly
  • Operating machinery and/or power tools - Never
  • Regular, predictable attendance is required - Constantly
  • Great things happen when you have the CRI Advantage!CRI has a family-oriented company culture and is family-owned. Our management team believes employee growth is equally important to company growth and offers many types of learning opportunities and free training for industry certifications from online educational portals to self-directed funding for individuals. We work on unique projects including supporting missions involving national security, energy research, law enforcement, transportation, and health and welfare. We are headquartered in the Pacific Northwest (Boise, ID) with offices in Idaho Falls and DC.Our corporate mission from the very beginning has been to make a positive difference in people’s lives Provide freedom of choice in benefits packages.

    CRI Advantage provides flexible benefit packages to fit employee and family needs. Benefits are effective from the first day of employment.
    • Medical (PPO and HDHP plans), Dental, Vision, STD, LTD, Life and AD&D
    • Access to Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
    • Paid Time Off (PTO) accruals, Paid Holidays, and for some roles – sick leave
    • 401(k) with employer match
    • Employee Assistance Program (EAP)
    • Discount Rewards Program
    • Free technical and professional training with access to over 8,000 classes
    • Credit Union Membership
    • Employee Wellness Program
    CRI Advantage is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

    • ID: #43168614
    • State: Idaho Idahofalls 83401 Idahofalls USA
    • City: Idahofalls
    • Salary: $16.16+
    • Job type: Permanent
    • Showed: 2022-06-17
    • Deadline: 2022-08-15
    • Category: Et cetera