Service Desk Technician Tier 1

Service Desk Technician Tier 1

Requirements

• Minimum 1 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
• High level experience and knowledge of Windows and Mac operating systems
• An active SECRET clearance

Responsibilities

• Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
• Maintaining standards and documentation on an ongoing basis as products and technologies evolve
• Accept customer calls, alerts, and escalations from the Level 1 operations team within specified timeframes.
• Follow trouble shooting Standards Operating Procedures (SOPs)
• Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed. This includes performing system analysis techniques to consult with end users and determining the hardware and software system functional specifications.
• Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals.
• Engage in IT certification programs to develop subject matter expertise
• Work independently with a focused direction while adding value and contributing to overall team performance.
• Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications. Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement).
• Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates.
• Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation
• Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
• Keep current on new releases, updates, and changes to Customer Run Book content
• Continually pursue on-going training and development opportunities to advance skill sets and, in turn, ability to effectively deliver to customers.
• Maintain clear understanding of the interdependencies that problem, change, and configuration managements processes have on good incidents management practices.
• Act as a mentor to Level 1 Customer Service Representatives.
• Responsibilities aligned with managing area of your team tier alignment
• Provide after hours on call support as required
• Other business duties as assigned

Preferred Qualifications

• Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience
• Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA certifications
• Previous Experience in a fast-paced consulting or MSP environment as plus
• Basic domain functionality experience with Active Directory functionalities, Group Policy, DNS, and DHCP
• Experience with desktop operating systems