IT Service Desk Technician (Tier 1)

Under general supervision, performs a variety of computer systems administration, operations and support tasks as part of a high performing Information Technology Service Desk team providing a single point of contact for end users and technical staff with the expectation of end-to-end ownership (e.g.- logging, tracking, problem analysis, research, resolution and reporting) for all Service Incidents and Service Requests.

Responsibilities include the following

Service Request and Incident Management

Accountable to gather appropriate information to properly troubleshoot (Categorize, prioritize, trend) throughout the lifecycle of the ticket ensuring service levels agreements are met (response, resolution, customer satisfaction).

User System Profile/Account Support

Responsible to manage, support and Coordinate End-User account administration, activation, changes and terminations (e.g., Password/account setup and Password Reset, remote access connectivity, email accounts, End-User IDs).

Remote Device and Software Management

Responsible to manage, maintain and troubleshoot devices and software remotely over the Network to minimize the need to dispatch technical personnel for incident resolution.

Operational Processes

Responsible to perform continuous system monitoring and operational processes to ensure the integrity and availability of all business critical services.

Change Management

Responsible to monitor and communicate the progress of high risk planned changes and identify non-planned (e.g- not submitted changes).

Communication

Responsible to quickly communicate/escalate all Severity 1 and 2 incidents to support team and management and provide a clear picture of all ticket and task status during shift turnover, daily team huddles and ticket journal entries.

Continual Service Improvement

Provides a stable Service Desk environment and effectively and efficiently performs procedures to ensure IT services meet Service-Level Requirements (SLR).

Knowledge and Documentation Management

Responsible to improve the customer’s efficiency and effectiveness by utilizing knowledge databases and best practices in the areas of customer reporting, logging, tracking, and resolving of IT Incidents and Service Requests.

Service Request and Incident Management

Accountable to gather appropriate information to properly troubleshoot (categorize, prioritize, trend) throughout the lifecycle of the ticket.

OTHER FUNCTIONS

Daily Service Request and Incident Ticket Audits (Detailed operational process)

Monthly status report

Bi-annual Disaster Recovery Testing (1 weekend night, 1 times per year)

Equipment Commissioning/De-commissioning (Servers, Routers, Switches)

Datacenter Storage and Inventory Cleanup

Qualifications include the following

Basic knowledge in Microsoft applications and environments

Basic knowledge in Windows Server

Basic Knowledge in Windows Active Directory

Basic knowledge in TCP/IP and non TCP/IP protocols

Basic knowledge with MLPP and MPLS protocols for WAN

Basic knowledge in PRI and telecommunications

Basic knowledge with Firewalls, authentication systems and applying cryptography

Basic knowledge with installation and maintenance of network cabling

Basic knowledge Cisco routers

Ability to network/distribute computing concepts and client/server programming

Ability to perform hardware and software installations

Ability to troubleshoot and problem solve

Ability to follow standard Incident, Problem and Change Management processes as defined by ITIL

Ability to pick up new technology quickly and easily with minimal guidance

Acceptable Training and Experience includes a high school diploma and additional technical training/certificates. A minimum of 2 years of technical support experience.

Job Store is an EOE.