Service Desk Technician
The Service Desk Technician works as a member of a Service Desk Team to provide support services to clients. The position is highly client-facing via phone, email, and remote assistance tools, and as such requires outstanding communication and client service skills. The Technical Specialist resolves workstation, server and network problem tickets, performs assigned project duties, and escalates tickets as needed.
Important Notes:
- Service Desk Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.
- This role is a mix of remote ticket work and onsite work in the field at our customers' offices and our data center in Austin, Texas.
- The right candidate must live within an hour's drive of Austin.
Essential Duties & Responsibilities
Client Service
- Provide responsive and exceptional client service. Answer internal and external client/vendor calls, emails, and messages quickly and pleasantly. Communicate in a friendly, professional, and patient manner.
- Perform all duties with the goal of building and maintaining long-term client/vendor relationships.
- Maintain exceptional client service, understanding client satisfaction and perception are of utmost importance.
IT Service and Support Functions
- IT support services for clients’ infrastructure, including clients’ core business applications
- Acquire specific knowledge of the client and how IT relates to their business
- Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
- Participate in projects by performing assigned duties
- Perform other related technical duties as assigned
Documentation, Reporting and SLA’s
- Identify clients’ needs
- Update documentation for client configurations or processes
- Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
- Utilize active listening and client-care skills in identifying potential concerns
- Report client concerns or complaints to Service Manager.
- Answer internal and external communications timely and professionally
Professional Development
- Routinely take self-paced training in technologies relevant to the team
- Obtain industry certifications on a consistent basis
Administrative
- Enter all notes and time worked on the appropriate service ticket
- Create knowledgebase articles
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.
Core Competencies
- Ability to Lift 50 Lbs.
- Valid Drivers license and insurance.
- Safe and reliable vehicle.
- Ability to communicate and work effectively with end users over the phone, online, and on-site
- Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
- Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
- Critical thinking and problem-solving skills
- Organized and detail-oriented
- Strong team player
Technical Skills
- Windows workstation repair, maintenance, malware removal, and deployment
- Configuring network settings on workstations
- RDP client support
- Citrix and/or Omnissa Horizon Support
- Office 365 account and client support
- Server backup monitoring and maintenance
- Wireless connectivity for mobile devices and workstations
- Mobile devices – smartphones, tablets and laptops
- Exchange mailbox administration
- Active Directory account creation and management
- Network drive and printer mappings
- Diagnose network connectivity issues for workstations
Certifications
- At least one completed CompTIA certification: A+, Security+, or Network+
- Microsoft Technology Associate (MTA) preferred
- Microsoft MCSA preferred
Experience
- At least one year of service desk experience