IT Service Desk Technician - 2nd Shift
NFI Industries - Cherry Hill, NJ

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The IT Service Desk Technician position will be responsible for taking incoming requests for support via phone, email by gathering information from end user, creating a trouble ticket and performing 1 st level remediation actions

Shift: 2nd Shift, 3PM-12AM

Responsibilities:
IT Support

Take incoming requests for support via phone, email, or walk-in, gather information from end user and create trouble ticket.

Contact user for follow up to confirm resolution, gather additional information, or provide updated information using ticketing system.

Contact external service providers to coordinate work activities as necessary.

Serve as point of contact to internal and external customers through problem resolution

Provide off-hours support as required to perform job functions and ensure service delivery

Support Services Reporting

Generate reports on daily basis – number of tickets opened/closed, current status of tickets, customer impacts, root cause analysis documents, and other reports as applicable.

Documentation

Identify gaps and assist in development and maintenance of Support Services and end user documentation

Modify and create knowledgebase entries

Security Awareness

Understanding of security impacts of end user requests and ensure adherence to company guidelines

Requirements

Requirements:
Must have handled telephone support over a user base of 1000+ for a minimum of two years

Prior experience in customer service role

Strong interest In pursuing a career in Information Technology

Familiarity with network, database technologies (Oracle, SQL), systems (Windows, Unix) a plus

Technical Certification such as A+, Network+, MCITP, MCSE, is a plus

Technical skills required;

Windows XP, and Windows 7 Experience

Microsoft Office

Gmail

Symantec Anti-Virus

Track-IT, Remedy or other ticketing software

Active Directory experience is a plus

Excellent written and verbal communication skills

Effective team member on concurrent tasks/projects.

Attention to service excellence and detail.

Excellent analytic, communication, and customer relation skills.

Excellent troubleshooting skills.

Strong interpersonal skills – ability to communicate with all levels of customers, vendors, and IT resources

Physical Labor Requirements include ability to lift 50 pounds

Requisition Number
12-0655

NFI Industries - 21 months ago - save job - block
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