IT Service Desk Technician at High Company LLC in Lancaster, Pennsylvania

Job Description:

GENERAL DESCRIPTION:

The IT Service Desk Technician plays a critical role in executing day-to-day support of High’s end user computing environment. The IT Service Desk Technician serves as the first point of contact with end-users that need technical assistance. The IT Service Desk Technician will answer incoming support calls, respond to support requests in the team mailbox, create tickets for issues and requests, and escalate issues that they are not able to resolve to the Level 2 team.

The IT Service Desk Technician operates as part of the Client Computing team under the Client Computing Manager but will also work closely with and take direction from the Lead Service Desk Analyst.

EXPERIENCE, SKILLS, TRAINING, AND/OR EDUCATION REQUIRED:

• Associate’s degree, or equivalent experience in computer software and hardware


• Must have working knowledge and prior experience with technical support of personal computer based hardware such as PC, Mac, mobile devices, copiers, printers, and peripherals.

• Experience in or knowledge of the following areas:
  
  
  
  • Support for various Microsoft operating systems and Microsoft Office 365 Suite of products
  
  
  • Active Directory user administration
  
  
  • Hands on experience with diagnosing and resolving basic technical issues (hardware and operating system)
  
  
  • Excellent communication and interpersonal skills
  
  
  • Customer-oriented and patient
  
  
  • Working with a ticketing system
  
  
  
  

OTHER SKILLS AND ABILITIES:

• Previous experience in a Service Desk setting


• Computer imaging experience


• Group Policy knowledge


• Experience with Windows operating systems and Microsoft Office suite


• Experience with encryption software


• Experience with endpoint security products


• Experience with software push technology


• PC imaging experience


• Asset management experience


• Previous experience in a tiered support organization

REPORTING RELATIONSHIPS:

The IT Service Desk Technician is appointed by and reports to the Client Computing Manager. The IT Service Desk Technician also takes direction from the Lead Service Desk Analyst. Currently there are no direct reports to this position.

ESSENTIAL JOB FUNCTIONS:

• Serve as the first contact with customers who need technical assistance via the phone or email.


• Perform troubleshooting using different diagnostic techniques.


• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.


• Provide quick resolution and excellent customer service.


• Performing password resets.


• Redirect unresolved issues to the next level of support personnel.


• Provide needed information on IT products or services.


• Keep record of problems and their resolution.


• Perform base computer imaging.


• Perform asset management tasks including but not limited to inventory receipt, asset assignment, asset retirement, asset tracking, and asset reporting.


• Send IT communication out to various groups as requested.


• Establish/maintain lines of communication with stakeholders with a view to keeping all parties informed of incidents, problems, and resolution.


• Provide feedback on processes and make recommendations on areas to improve.


• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.


• Suggest improvements to procedures.


• Participate in the implementation and maintenance of best-practice standards, policies, procedures, and associated training plans to ensure optimal daily operations are maintained.


• Identify opportunities to improve standardization and organizational efficiencies.

MARGINAL JOB FUNCTIONS:

• Perform other duties and assignments as required by Manager Client Computing.


• Provide 24x7x365 response and support after hours for critical IT incidents when designated on-call.


• Periodically work off hours (nights and weekends) to complete planned operations or project work.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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