Service Desk Technician

job summary:

• Under limited supervision, provides a deep understanding of technical products and services along with the strong capability to translate complex information to a simplified, professional content that is easily understood by the target audience. Position will require working closely with various users to resolve technical issues through phone, email, and walk-up/desk side support.
  Required Skills -Helpdesk, Office 365, Customer Service
  Job Duties Provide ITSD support to all users.
  - A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.
  - Single point of user resolution for all technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
  - Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels.
  - Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors.
  - Provision and administer user accounts, distribution groups, and security groups in Active Directory.
  - Rotate shifts/work alternative shifts when needed in order to support 24x7 production environment.
  - Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed.
  Job Requirements BS/BA degree preferred
  - Required: 2+ years' experience in an IT related support position with in-depth knowledge t0 resolve software, hardware, and networking issues.
  - Preferred Certifications: CompTIA A+ certified, ITSDI certified
  Desired Skills & Experience Requires broad understanding and advanced technical acumen.
  - Skills consistently updated based on new software development and hardware technologies.
  - Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, and Active Directory.
  - Familiarities with PC support tools and software distribution tools.
  - Experience using remote diagnostic tools for problem identification and resolution.
  - Utilizes problem solving, customer service skills, strong written, verbal and project management skills.
  - Must be self-motivated, strong organizational/interpersonal skills, and ability to prioritize workload.
  - Ability to meet specific deadlines and work under pressure.
  - Ability to maintain flexible work schedule.
  - Must be available for job-related light travel.