POSITION SUMMARY

The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions:

Strategy & Planning

· Alert management to emerging trends in incidents.

· Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.

Acquisition & Deployment

· Deploy pre-packaged software using distribution tools and processes as requested by end users.

Operational Management

· Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.

· Build rapport and elicit problem details from service desk customers.

· Prioritize incidents and service requests according to defined processes to meet defined SLAs.

· Escalate incidents with accurate documentation to suitable technician, when required.

· Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

· Use remote tools and diagnostic utilities to aid in troubleshooting.

· Research solutions through internal and external knowledgebase as needed.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

· Install antivirus software and ensure virus definitions are up to date.

· Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

· Test fixes to ensure an incident has been adequately resolved.

· Develop help sheets and FAQ lists for end users.

· Contribute to technician knowledgebase as needed

· Reinforce SLAs to manage end-user expectations.

· Provide suggestions for continual improvement.

POSITION QUALIFICATIONS

Competencies:

· Exceptional written and oral communication skills.

· Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

· Strong documentation skills.

· Ability to conduct research into a wide range of computing issues as required.

· Ability to absorb and retain information quickly.

· Ability to present ideas in user-friendly language.

· Highly self-motivated and directed.

· Keen attention to detail.

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Exceptional customer service orientation.

· Experience working in a team-oriented, collaborative environment.

SKILLS & ABILITIES

Education: Bachelor’s degree in the field of business administration, computer science, accounting, or management information systems.

Experience: At least 1 year of related work experience.

Computer Skills:

· Knowledge of basic computer hardware and SQL

· Experience with desktop and server operating systems

· Extensive application support experience with MS Office and Access.

· Experience with desktop and server operating systems, including Windows, Linux and Mac OS.

· Familiarity with the fundamental principles of ITIL.

Certificates & Licenses: Certifications in ITIL or SQL preferred

Other Requirements: N/A

PHYSICAL DEMANDS

Select from list below

Standing

O

Speaking

C

Walking

O

Hearing

C

Sitting

C

Lift or Carry:

Handling/Grasping

C

10 lbs or less

O

Typing

C

11-20 lbs

O

Driving

N

21-50 lbs

N

Reaching Overhead

O

51-100 lbs

N

Reaching above Shoulder

O

Push or Pull:

Climbing

N

10 lbs or less

O

Squatting

O

11-20 lbs

O

Bending

O

21-50 lbs

N

Kneeling

O

51-100 lbs

N

N (Not Applicable)

Activity is not applicable to this occupation.

O (Occasionally)

Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)

Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)

Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements: N/A

WORK ENVIRONMENT

Work is often performed in emergency and stressful situations. The noise level in the work environment is usually quiet in office settings and moderate in other situations.

Job Type: Full-time

Pay: $13.50 - $33.26 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Independence, OR 97351: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 3 years (Required)
• Windows: 1 year (Preferred)

Work Location: One location

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