Job Description

The Service Desk Technician will provide services and support for a wide variety of customers including multiple subscribers to Company’s monitoring and contract Service Desk offerings. This position will act as customer liaison for the Service Desk team as assigned, participating in customer-facing meetings and responsible for updating runbook documentation as required or requested.

Responsibilities

• Monitor ticketing system service boards, inbound email and receive inbound phone calls
• Act upon requests and notifications following defined procedures which vary by client
• Self-manage assigned tasks in accordance to Service Desk guidelines
• Create and manage workflow incidents within approved ticket and monitoring solutions
• Create and escalate incident response tickets
• Assist with new hire training
• Serve as an escalation point for Associate Service Desk Technicians when issues arise with incidents

Requirements

• 3 years of experience with various enterprise level systems and applications
• Experience with Microsoft Active Directory, Outlook, Exchange, O365, and others
• Experience with various VPN technologies and end user compute systems and peripherals
• DNS knowledge
• Strong written and oral communication skills
• Strong interpersonal skills
• Ability to constantly adapt to rapid change
• Intuitive ability to gather data, diagnose and troubleshoot end user technology
• Ability to confidently explain and deliver complex recommendations
• Self-motivated
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong desire to exceed customer service and expectations
• Strong documentation skills

Benefits

• No benefits