Service Desk Technician

VA Office

The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Responsibilities Include:

Strategy & Planning

Alert management to emerging trends in incidents.

Acquisition & Deployment

Deploy pre-packaged software using distribution tools and processes as requested by end users.
Deployment and provisioning of end-user devices and peripherals such as workstations, printers, and VoIP devices.

Operational Management

Provide in-person technical support 2 – 3 days per week.
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Provide on-call and after-hours support on a rotating or periodic basis.
Execution of system runbooks and checklists to ensure system stability and availability.
Collaborate with the Desktop Support Team to proactively identify and resolve system issues.
Perform inventory of end-user devices and hardware on a periodic basis
Maintaining user accounts and licenses in various systems and applications
Build rapport and elicit problem details from service desk customers.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Escalate incidents with accurate documentation to suitable technician, when required.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure an incident has been adequately resolved.
Develop help sheets and FAQ lists for end users.
Contribute to technician knowledgebase as needed
Reinforce SLAs to manage end-user expectations.
Provide suggestions for continual improvement.

Minimum Qualifications Include:

Formal Education & Certification

College diploma or university degree in the field information technology or 3+ years of equivalent work experience.
Certifications in ITIL, Microsoft, CompTIA, or HDI are preferred.

Knowledge & Experience

Providing remote and on-site user support in a hybrid work environment using VPN and application virtualization
Supporting hardware-based video conferencing solutions in various conference room sizes.
Experience with managing user accounts in business applications, Active Directory, and Azure (M365)
Experience with mobile application management platforms such as Microsoft Intune.
Knowledge of computer hardware, including HP thin clients, desktops, laptops, and printers
Extensive application support experience with Microsoft 365 and Office productivity suite.
Working knowledge of remote support and diagnostic utilities such as GoToAssist.
Experience with desktop and server operating systems, including Windows 11 and Windows Server 2016/2019
Familiarity with the fundamental principles of ITIL and Service Delivery concepts
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
Strong documentation skills.

Personal Attributes

Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Committed to developing new skills to align with technology advancements and infrastructure changes
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

AA/EOE

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

National Cooperative Bank, N.A.

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