Job Summary

The Service Desk Technician will provide technical support to users in an efficient and accurate manner and will be considered the firm’s front line. You will solve basic technical problems and provide support for clients by phone, e-mail, and remote connection, as well as assessing and escalating issues to the appropriate level of support.

Job Duties

Provide first level contact and convey resolutions to customer

Walk customers through problem solving processes and provide assistance

Assess client issues and properly escalate incidents to the next level of support

Follow up with customers, provide feedback and see problems through to resolution

Enter and review time for support tickets

Utilize excellent customer service skills and exceed customers’ expectations

Ensure proper recording, documentation and closure

Recommended procedure modifications or improvements

Preserve and grow your knowledge of help desk procedures, products and services

Assist in Centralized Services department as needed

Technical Requirements

Disciplined, systematic problem-solving skills required.

Hands-on work experience with the following:

Microsoft Windows Desktop Operating Systems

Microsoft Office

Basic understanding of Active Directory (password resets, group memberships)

Basic malware removal skills using modern tools/utilities

General troubleshooting skills for a variety of applications.

Excellent communication and conversation skills (Verbal and Written).

Excellent documentation skills.

Excellent customer service skills.

Able to handle unforeseen situations.

Other Skills/Experience:

Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.

Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

Ability to learn new information quickly and the willingness to do so at all times.

Teamwork and Customer Focus.

Benefits and Perks

Paid Vacation/Sick Time

Health Insurance

Short-Term and Long-Term Disability

Simple IRA w/employer match

Paid Mileage