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Description

Primary Responsibilities

+ Manage incoming support calls in accordance with established service levels and best practices.

+ Utilize and contribute to the internal knowledge base (SharePoint) for consistent issue resolution.

+ Regularly update training materials and documentation to reflect new knowledge and procedures.

+ Review and implement new processes; ensure Service Desk staff are trained accordingly.

+ Strive to meet key performance metrics:

+ First Call Resolution: 80% or higher

+ Average Wait Time: Under 20 seconds

+ Average Call Duration: 10 minutes or less

+ Collaborate with the Desktop Services team to manage corporate desktops following IS best practices.

+ Participate in the research, testing, and deployment of operating system and application patches.

+ Support and maintain PC hardware, software, printers, copiers, and projectors.

+ Provide support for mobile devices, including iPhones, Android devices, hotspots, and iPads.

+ Deliver first-level support for desktop systems and applications.

+ Monitor and act on dispatched Service Desk tickets.

+ Escalate unresolved issues to the Supervisor per established procedures and timelines.

+ Communicate effectively with users, ensuring timely and professional responses.

+ Use strong interpersonal skills to extract technical details from non-technical users.

Additional Responsibilities

+ Assist with special projects and initiatives as assigned.

+ Provide backup support for other IT functions as needed.

Requirements

Minimum Qualifications

+ Education: High School Diploma or equivalent

+ Experience:

+ 2–4 years of Service Desk or Help Desk experience

+ 1 year of desktop administration experience

Required Skills

+ Strong understanding of Service Desk operations and best practices

+ Proficient in troubleshooting desktop and laptop hardware

+ Familiarity with printers, copiers, and fax machines

+ Excellent communication and customer service skills

+ Proficiency in Microsoft Office applications

+ Basic knowledge of mobile devices (iPhone, Android)

+ Familiarity with Unified Communications tools (e.g., Jabber, WebEx)

+ Basic understanding of Microsoft networking

+ Strong analytical and problem-solving abilities

Preferred Qualifications

+ Microsoft Certified Desktop Support Technician (MCDST) or equivalent experience

+ CompTIA A+ certification or equivalent experience

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