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
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.
Identify gaps and assist in development and maintenance of Support Services and end user documentation
Modify and create knowledgebase entries
Understanding of security impacts of end user requests and ensure adherence to company guidelines
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
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
NFI Industries - 21 months ago