[Hiring] Service Desk Technician I @iT1

Role Description

The Service Desk Technician I is responsible for providing professional and excellent Service Desk Support. A strong customer service mindset, and strong work ethic with good communication skills are the key to succeeding in this role. This person will play a key role in providing daily support to ensure Client Success and the overall uptime and performance of critical services.

• Provides support via phone, e-mail and chat to employees of corporate clients.
• Assists users in troubleshooting Outlook.
• Provides support for Microsoft Operating Systems (Windows 7, Windows 10, Windows 11).
• Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office365).
• Provides support for mobile devices including configuration and email sync.
• Handles 50-60 issues per day efficiently and appropriately.
• Maintains regular and punctual attendance.
• Utilizes Active Directory database to reset network passwords.
• Assists users in adding and changing network printers.
• Provides technical support for VPN connectivity issues.
• Controls user’s computers utilizing remote access tools.
• Troubleshoots remote access connectivity problems.
• Demonstrates and actively promotes an understanding and commitment to the mission of iT1 through performing behaviors consistent with the organization's values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of iT1 in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
• Supports and conducts self in a manner consistent with client service expectations.

Qualifications

• 1-3 years’ experience in call center or service desk environment.
• Knowledge of various PC hardware and software applications including: Operating Systems: Windows 7, Windows 10, and Windows 11.
• Office 365 Support.
• User creations/terminations (tasks/requests).
• End-user self-service tools.
• Cloud support – multiple device data syncing.
• AutoTask or other ticketing systems.
• Word, Excel, PowerPoint, Office365, Outlook, Lotus Notes, etc.
• Internet Service Provider (ISP), Cable Modem, and Internet Support.
• Effective troubleshooting and documentation skills.
• Experience navigating a knowledgebase.
• Proficient use of Microsoft Office applications.
• IT troubleshooting.
• Strong organization, time management, and prioritizing skills.
• Completed High School Diploma/GED.

Requirements

• Strong technical and client interaction skills.
• Self-starter with excellent organizational, administrative and interpersonal skills.
• Ability to follow through with tasks, projects, and troubleshooting with minimal supervision.
• Excellent oral, written, technical, and business communication skills.
• Ability to multi-task and work in fast paced environment.

Physical Demands

• Sit at a computer for 8 hours per day.
• Keyboarding for 8 hours per day.
• Near Vision (working with small objects or reading small print).
• Speaking (communicating information to clients / coworkers).
• Hearing Requirements (In person speech, telephone, other sounds).

Benefits

• Health Insurance, Vision, Dental, and Life Insurance.
• Paid Vacation, Paid Holidays.
• 401K Plan with company match (eligible after 1 year of employment).
• In-house fitness center.