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Support Desk Technician I

Posted: 06/16/2024

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Essential Functions/Responsibilities:

  • This position is to ensure proper computer operation so that the end users can accomplish business related tasks. This includes receiving initial calls/emails, and prioritizing, documenting and actively resolving associates IT problems. Makes escalation for incidents when necessary.
  • Field/answer incoming requests to the Service Desk via both Telephone and E-mail to ensure courteous, timely and effective resolution to associates issues. (60%)
  • Investigate and resolve association workstation hardware and software issues and escalate more advanced issues to either Tier 2 or 3 for resolution (15%)
  • Create initial tracking work orders, document corrective action for problem resolution, use workflow tools and practices to achieve first call resolution (10%)
  • Perform preventive maintenance, including checking and cleaning of workstations, printers and peripherals. (5%)
  • Place service calls for 2nd/3rd party vendors. (10%)

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job:
  • Exceptional Customer service skills
  • MS Certification A+ and or 1-2 year’s related experience with basic computer hardware
  • Exceptional written and oral skills
  • Experience with Desktop systems and Windows current operating systems
  • Strong Documentation skills
  • Proven analytical and problem-solving abilities
  • Be familiar with Active Directory; resolve associate password related incidents for user environment, and various web based HR applications.
  • Knowledge of basic computer hardware
  • Experience with desktop systems, including Windows XP
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Exceptional customer service orientation.

Preferred Knowledge and Skills:

Level of Complexity and Scope:

Degree of Independence and Decision-Making:

Required Supervisory Responsibilities:

Physical Requirements:
  • Occasionally lifts and carries up to 50 lbs.
  • Frequently lifts and carries up to 20 lbs.
  • Frequently sits, stands, walks and drives.

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