Service Desk Technician

Job Details

Description

Summary/Objectives

The Service Desk Technician provides front-line and immediate support for day-to-day issues for all clients and is responsible for receiving, creating, triaging, and resolving service request and incident tickets via phone, email, and other internal systems. They will resolve issues in a timely manner according to internal SLA and while using excellent notetaking and documentation, as well as keeping open lines of communication on all open tickets. A high degree of ticket ownership is required, as well as good organizational skills while handling multiple concurrent issues. They will contribute regularly to client documentation, maintaining excellent notes and known resolutions. Always acting as a team member and putting the clients’ needs first, they will assist as needed on scheduled projects and other duties as assigned. They will be measured and assessed on their total work output volume, timeliness of work, and client satisfaction, against standards set by the Director of Client Services and other leadership.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Receive inbound support tickets via multiple channels and prioritize the client experience.
• Provide technical support for users via phone, email, and remote support.
• Provide detailed and thoughtful support for hardware, networking, and application issues; escalate complex problems to the appropriate groups as needed.
• Create, update, and maintain excellent documentation and notes within the appropriate system locations to provide efficient access to time critical information.
• Provide management with proactive suggestions as technologies evolve.
• Manage customer expectations while providing white-glove service.
• Work closely with management to prioritize critical work.
• Receive direction from management, Technical Account Managers, and other client contacts to assist with project-related work.

Work Environment

This job involves work within the RJ Young offices and warehouse, primarily using remote support tools and software to support end-user clients and computers. Occasional onsite support may be required.

Physical Demands

Must be able to lift items required for projects and installation.

Position Type/Expected Hours of Work

Full time job, 40 hours per week.

After-hours on call rotation, for one week (7 days) per instance, compensated separately.

Travel

Travel will be limited to drivable distances for daily job responsibilities within RJ Young footprint.

Required Education and Experience

Minimum 1 year of experience working on a helpdesk

Preferred Education and Experience

CompTIA A+ certification preferred

Previous experience with the Connectwise suite of support and ticketing tools preferred

Minimum 1 year of experience working on a helpdesk