Job Description

Job Description:

The Service Technician provides technical assistance and support for incoming Service Desk queries and issues related to computer systems, software, and hardware. Responds to queries either in person or over the phone. The IT Service Technician reports to the Director of IT.

Responsibilities and Duties:

• Provides superior customer service, is the dispatcher for the IT Service Desk System and monitors SLA’s to ensure assigned issues are completed
• Does follow up user requirement gathering as needed for submitted Service Desk tickets
• Documents IT and Business processes and reviews work instructions to post to a document control system (Confluence, Jira, Shared Drive)
• Write training manuals
• Manages the WMS Scanners setup and maintenance
• Works with the Network Administrator to maintain the IT Hardware/Software Inventory
• Resolves technical problems with LAN/WAN, and network appliances
• Installs, modify, and repair computer hardware/software
• Configure users in a cloud-based phone system.
• Follows Banner Solutions IT SOPs to include incident and problem escalation.
• Coordinates 3rd Party Print Management Services
• Is a Member of the Disaster Recovery Team

Qualifications and Abilities:

• Associate Degree, or 4 years working in a Service Desk Environment
• Is highly proficient in the MS Office Suite
• A+, Microsoft Certified Professional
• Exposure to Microsoft Azure
• Experience in a Virtual Desktop Environment
• Ability to Discern problems quickly and can communicate effectively
• Displays Dependability and Flexibility and has a strong sense of urgency when assigned tasks

Career Path:

• Dictated by organizational need, this position can be a launching pad for various IT career paths, whether IT analyst, hardware or software related

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