Service Desk Technician I

Responsibilities: Provides basic support for desktop,workstation,and laptop(Windows and Mac)and hardware, software, and network issues, such as password resets, printer configuration, and basic software installations. Qualifications: Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.1-3 years’ experience service desk and or technical support.

Overview:

The Service Desk Technician Level I will provide basic program leadership of the PC environment for the organization. This includes providing in-person and remote IT support to AssistRx staff and team members.

Responsibilities:

• Provides basic support for desktop,workstation,and laptop(Windows and Mac)and hardware, software, and network issues, such as password resets, printer configuration, and basic software installations
• Answering incoming calls, emails, or chat requests from end-users and logging tickets in the ticketing system.
• Maintains PCI maging,inventory,and life cycle support including updates and patches for a separated organization.
• Documenting and maintaining accurate records of all interactions with end-users and the steps taken to resolve their issues.
• Providing excellent customer service and maintaining a high level of professionalism and empathy in all interactions with end-users.
• Following standard operating procedures (SOPs) and troubleshooting guidelines to resolve issues efficiently and effectively.
• Serves as an escalation path for ITSupport Technicians for PC related issues and challenges.
• Consults with endusers for instructing and gathering information on user requirements for software and hardware.
• Install and troubleshoots printers and other peripherals as required.
• Provides instruction to our user community on computer use and productivity applications.
• Escalating complex issues to Level 2 or Level 3 Service Desk Technicians, or other relevant teams, when necessary.
• Performs other related duties as assigned by management.

Qualifications:

• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.1-3 years’ experience service desk and or technical support
• Computer skills required: (Inventory Software; Microsoft Office Suite;
• Active Directory; Office 365 Administration Suite.
• Other skills required
• Some certifications or vocational/technical training may substitute if current and relevant to the position.
• Outstanding customer service skills and commitment to end user experience.
• Desktop support experience with Windows Operating Systems (Windows 10) and Macintosh.
• Experience in investigating and troubleshooting hardware and software problems.
• Demonstrated knowledge with Microsoft Office 365 including admin portal.
• Demonstrated experience with workstation configuration.
• Demonstrated ability to document configurations, processes, and policies.
• Ability to participate on on-call rotation.
• Desired Skills Exposure to IT Asset Management controls.
• Ability to work with difference personality types.
• A positive and can-do attitude will be critical.
• Experience with JIRA, SharePoint,and Salesforce is a large plus.
• Demonstrated written and verbal communication skills.
• Demonstrated effective teaming skills;aptitude for learning new technologies.
• Experience with moderately sophisticated automated Desktop Imaging tools required.
• Experience in a fast paced 24x7x365 SAAS environment is desirable.

Pay Range: USD $20.63 - USD $25.78 /Hr.