Service Desk Tech I (3115)

Purpose of Position:

The Service Desk Tech I is responsible for providing IT support to the Word and Brown family of Companies.

This position provides hands-on and phone support for internal users requiring assistance with information technology related problems and external customers requiring login/password assistance for public facing websites. The Service Desk Tech I will respond to requests for technical assistance for software and hardware systems. Requests may originate by phone, email, or directly through service tickets. The technician is expected to update, resolve, and track multiple requests/incidents daily using an enterprise-level ticketing system. Service Desk Tech I will communicate the status and resolution with the business units and create internal knowledge base items as appropriate. The ideal candidate will have excellent service etiquette and phone skills, excellent team skills, general knowledge of the ITIL framework, a solid understanding of current PC technologies/software/networking, and familiarity with tools like SCCM and PowerShell.

Essential Functions:

• Work onsite in an office environment and potentially from home to provide hands-on and remote tech support for desktop systems, networks, and peripherals.
• Provide hands on tech support for PC related issues. Manage incident resolutions using a Service Desk system. Triage and route incidents to other teams. Engage peers and vendors for support as needed.
• Work within a call center environment for 4 hours per day, and as needed.
• Continually prioritize technical issues based on level of urgency, SLA, and impact to the business.
• Image, configure, deploy, and maintain computing assets and peripherals using industry standard tools. (SCCM, Endpoint Manager, Remote Desktop, Service Desk ticketing, etc.)
• Maintain physical inventory. Retire assets and work with vendors to E-waste equipment as necessary.
• Follows processes, escalation procedures, knowledge base, standards, and daily operations.
• Create technical instructions and documentation for users and staff to provide support for common issues as needed.
• On-site/remote regular attendance and punctuality are essential functions of the job.
• Performs other business tasks or functions as assigned.

Knowledge, Skills & Abilities Required:

• Excellent customer service and troubleshooting skills.
• In-depth knowledge and understanding of computer hardware/software and peripherals, Microsoft 365, Windows, OS, Active Directory, Citrix, Azure, Imaging, VM, and Networking.
• Ability to multitask within a fast-paced environment where priorities may shift.
• Experience with regulatory compliance such as HIPAA, PCI, etc.
• Adhere to all PHI (Protected Health Information), PII, and HIPAA (Health Insurance Portability and Accountability Act) guidelines.
• Non-technical attributes:
  • Excellent verbal and written communication skills
  • Self-starter that can work well in a team environment.
  • Proactive issue resolution with a positive attitude.
  • Able to communicate with all levels of user.

Certifications (Preferred)

• Information Technology Infrastructure Library (ITIL)
• Microsoft 365 Fundamentals

Educational Requirements:

• High School Diploma or equivalent required.
Associates degree, professional training or equivalent experience.

Physical Requirements:

Must be able to sit for extended periods of time and occasional standing and walking. Must have adequate hearing for phone work. Vision requirements include close vision and the ability to adjust focus. Must be able to communicate effectively in English. Must be able to use a keyboard and other office equipment. Must be able to get under desks to address equipment and cabling. Ability to lift up to 50 pounds occasionally.