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Job Requirements of Service Desk Tech I:
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Employment Type:
Full-Time
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Location:
Louisville, KY (Onsite)
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Service Desk Tech I
Our Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical/IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access.
The hours will be M-F 12pm-9pm or Four 10hr shifts, including weekends
* Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
* Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
* Provides case status updates to management and end-users per service level guidelines
* Support and maintain effective relationships with users
* Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
* Provide support for PCs, laptops, printers, cell phones, and tablets etc.
* Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
* Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
* Communicates with customers at all levels of technical and non-technical skills sets
* Associates degree preferred, or technical training
* 1-2 years related experience
* Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
* Experience with multi-platform Windows O/S required
* Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred
* Active Directory and Exchange experience preferred
Our benefits include:
Health Insurance (Medical, Dental, Vision)
Basic Life/AD&D
Employee Assistance Program
Paid Holidays
Paid Time Off
401(k)
FSA/HSA Pre-Tax Benefits
Discounts
Life/Disability Plans
Recommended Skills
- Account Management
- Basic Life Support
- Citrix Systems
- Customer Relationship Management
- Customer Service
- Databases
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Job ID: kxtbb36
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