Job Summary:The Service Desk Technician I is responsible for receiving and training first reports of technical related issues or request. The Technician should attempt to resolve as many incidents and requests during the first contact before escalating to a higher tier support group. All interactions will be clearly documented in the IT Management System along with the incidents' status, solutions and appropriate categorization.
Provide quality technical assistance, support and education for incoming queries and issues related to computer systems, software, hardware and technical business processes
Quickly and correctly troubleshoot and resolve common issues and frequently asked requests
Accurately enter all customer and system interactions into Service Desk ticketing program and ensure correct routing and communication of escalated events
Meet or exceed and maintain the team’s attendance, phone and quality assurance metrics
Continuously provide exceptional customer service via the company’s communication channels by delivering accurate information, direction and quality documentation of the customers’ needs or issue
Adhere to policies and procedures addressing problem identification, documentation, routing, escalation and resolution
Constantly maintain a professional interaction with all contacts and ensure high communication
Communicate undocumented issues and resolutions to aid the growth of the team’s knowledge base files
Regular attendance is required.
This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.
Qualifications:
Minimum of 1 year of technical experience in a help desk environment
Must have a minimum of 1 year of PC troubleshooting experience on computers running Microsoft Windows operating systems
Prior telephone customer service experience is required
Possess excellent verbal, reading, writing, and comprehension skills
Knowledgeable of computers systems and of basic networking systems
Experienced in Microsoft networking and file sharing
Ability to prioritize many competing tasks, deal effectively with conflict and provide hands-on assistance to customers as needed
Experience, and/or proficiency with MS Office is a plus
Must be available for On-Call status as required
Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
Must be able to comply with all company policies, rules, procedures and Code of Conduct
Must be able to interact well with others
Must be able to work independently, or in a team setting
Must be capable of working under tight time constraints in a high volume environment with multiple priorities
Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
Must be authorized to work in the United States
Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.Estes values a diverse workforce and affirmatively promotes a company culture that embraces the concept that outcomes are improved when our workforce is made up of people with different viewpoints. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other characteristic protected by law. Come find your new career at Work4Estes.com! Applications are accepted online only through this website. If you need an accommodation to apply, call the number on the website.
Full-time