Job Details
Classification Title Service Desk Technician
Division Innovation & Technology
Department Technology Services
GENERAL SUMMARY
Provides first level technical support, works to resolve technical support issues in a prompt and professional manner. Performs system installs, repairs, as well as provides computer information responses over email, phone, and in person as needed. Completes equipment setup, handles account renewal or termination, revises support procedures, and suggests changes as needed.
ESSENTIAL DUTIES & RESPONSIBILITIES
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
Undertake maintenance of computer hardware, software, and other equipment at regular intervals.
Install, assess, troubleshoot, maintain, and upgrade computers
Test and assess issues related to computer software and hardware, including operating systems. Performs unattended/silent installs of Windows operating systems and business partner required applications.
Conducts remote or in-person set-ups, desktop administration, and/or troubleshooting of incidents and coordinates incident resolutions between business partners, tenants, and external vendors.
Performs inventory management and control.
Performs onboarding/offboarding of employees and contractors. Assists with Orientation.
Assists on projects as needed.
Follows policies on installations, application distributions, and change management.
Document user requests and update user tickets with the status of the issues.
Develops and improves industry best practices and standards for deploying enterprise desktop technologies.
Create support documentation to assist users with troubleshooting common issues.
Performs related work as required.
QUALIFICATIONS
Required Education and Experience
Associates Degree in Information Technology, Computer Science, or a related field preferred
Two (2) to five (5) years of experience with computer and software troubleshooting
Preferred Licenses or Certifications
Microsoft Certified Solutions Associate or CompTIA A+ certifications preferred
KNOWLEDGE, SKILLS AND ABILITIES:
Experience with Active Directory
Experience with OS administration, configuration, and management
Experience with hardware and software support
Experienced in providing technical support and assistance to end users for IT-related technology
Strong organizational skills necessary to complete work in an efficient and timely manner
Ability to work well under stress
Good analytical and problem-solving skills
Prepare and maintain documentation to communicate technical information
Ability to work on issues independently, yet work well within a team
Effectively speak, write, and understand the English language. Excellent verbal and written communication skills
Interpersonal skills necessary to develop and maintain effective and appropriate working relationships
Maintain the confidentiality of information and professional boundaries
Onsite Columbus OH