The Service Desk Technician will provide technical support to management and faculty/staff.
He/she will support the IT Department with receiving, prioritizing, documenting and actively resolving IT support tickets. Problem resolution may involve the use of remote management tools or in-person on-site visits. In addition, the Service Desk Technician will assist with company-wide technology deployments and work on special projects as assigned.
- Fielding Service Desk calls and coordinating problem resolution
- Provisioning of user accounts
- Learning and becoming proficient with core technologies
- Troubleshooting general hardware and software issues
- Assisting with company-wide technology deployments
- Fulfilling Service Desk roles as instructed by Service Desk Manager
- Alerting Service Desk Manager to emerging trends in incidents
- Evaluating documented resolutions and contributing to the resolutions library
- Performing preventative maintenance when required
- Responding to IT support queries in a timely manner
- Maintaining communication with management and faculty/staff
- Completing other job duties as assigned
- Excellent verbal and written communication skills
- Must be a quick learner
- Proficient in Microsoft-based environment
- Excel at multi-tasking
- Responsible for determining the priority of work
- Complete assignments with a proper balance between quality and a commitment to deadlines
- Must have the ability to maintain confidential information
- May need to travel
- Able to work independently and support other team members
- Must be authorized to work in the United States
- Associates Degree in Information Technology or a related area
- 1 to 3+ years working experience in a Microsoft-based environment
- Bilingual (English/Spanish) a plus
- Vendor certificates
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