The Service Desk Technician must have excellent communication skills and must naturally enjoy talking to people and attending to their needs. He/she should be articulate and be able to speak clearly on the phone. The Service Desk Technician II must be able to independently identify, diagnose and solve common computer hardware and office productivity software application problems. Moreover, he/she must have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
The Service Desk Technician II will create “Playbooks” for each supported system and processes to strengthen the degree of assistance provided to users by other Service Desk Technicians, as well as to allow self-assistance in the user community. The Service Desk staff responsibilities will include being the technical writers for IT.
TYPE OF SUPERVISION RECEIVED:
The incumbent will have direct supervision by the Enterprise Systems Project Manager.
POSITION DUTIES AND RESPONSIBILITIES:
Essential functions: 100% of time
- Responds to requests for technical assistance in person, via phone, electronically.
- Diagnoses and resolves technical hardware and software issues.
- Researches questions using available information resources.
- Advises user on appropriate action.
- Follows standard help desk procedures.
- Logs all help desk interactions.
- Administers help desk software.
- Redirects problems to appropriate resources.
- Identifies and prioritizes situations requiring urgent attention.
- Tracks and routes problems and requests
- Documents resolutions and updates knowledge base.
- Prepares activity reports.
- Stays current with system information, changes and updates.