Helpdesk Technician/Service Desk Technician

The role of the Service Desk Technician is to help our Managed Services Customers with all facets of the corporate computing environment. The Service Desk Technician must demonstrate a strong understanding of Macintosh and IOS devices within both a local and remote Managed Service Desk environment. Strong communication and interpersonal skills are critical to the success of this position, as this position will support customers remotely using either voice, or remote management tools.

Collaboration and knowledge sharing in a team environment is key attribute of this position. The Service Desk Technician must be able to follow standard operating procedures , and have the ability to create, and maintain existing process and procedures.

The Technicians primary responsibilities are listed below:

Primary Responsibilities:

Description:

- Provide Mac, IOS device, and peripheral (monitor, printer, mifi ) hardware and software support
- Provide Mac OSX general support and device imaging.
- Work with ITSM (IT System Management) systems and update Incident and Request information in a concise manner
- Perform Tier I or II support via phone, email, locally, or remote management applications.
- Manage and prioritize the work assigned to his/her work queuein an Incident Management ticketing system (ITSM application).
- Follow standard operating procedures and properly route tickets per the escalation Matrix
- Directly resolve or appropriately escalate user reported problems/issues
- Provide users solutions to their reported issue, then update the Incident or Request information in the ITSM application.
- Provide remote support leveraging remote management applications to analyze and correct issues
- Ensure prompt, satisfactory resolution of issues
- Identify problem trends and provide recommended solutions. Document trends in the ITSM application by creating Technical Notes.
- Support customer application requests and perform break/fix or remote installations as needed.
- Assist remote users with access problems including performing password administration
- Support customers with Desktop application support, software installation, configuration, and troubleshooting. (Microsoft Office Suite, Google Apps, ExactTarget, Casper, Zendesk, etc.)
- Provide Access Administration and password resets (Google groups, OneLogin, etc)
- Provide network connectivity troubleshooting with wifi, mifi, and remote access.

Required Skills:

- At least 3years experience working in an IT environment supporting remote customers
- Hands on experience supporting Windows (70%) & Mac OS (30%) environments
- Experience working with Incident Management ticketing systems
- Strong knowledge of Microsoft Office suite of products
- Must be able to demonstrate OS/Networking skills
- Ability to troubleshoot software, hardware issues remotely
- Excellent verbal and written communication skills
- Attention to detail
- Strong problem solving, diagnosis and troubleshooting skills
- Strong customer service skills including follow-up, verbal and written communication
- Highly motivated and team-oriented individual with a positive attitude
- Ability to communicate technical issues in non-technical terms
- Ability to prioritize and address multiple tasks in a dynamic work environment