Technician, IT Services

Job details

Job type Full-time, Part-time

Job description

Technician, IT Services

Location: Dayton Intl Apt (DAY-TRML)

Additional Locations: None

Requisition ID: 16998

Job Description

With the general direction from the Manager Enterprise Technology, the Senior Desktop Services Technician oversees the daily operation of the Help Desk and manages its performance; ensures that service level agreements are achieved and that customer expectations are met or exceeded; maintains and strengthens relationships with end users and business partners; and assists in the development of Help Desk policies and reporting, including maintaining an effective knowledge base. This position is also responsible for training and mentoring the Help Desk personnel in all areas of customer service-related support and troubleshooting of end user systems, specifically hardware platforms and software applications. This includes call management, incident logging, incident routing/escalation, and incident resolution.

Essential Job Functions

* Ensures Help Desk surpasses customer expectations

* Performs help desk duties as needed

* Organizes, directs and monitors daily Help Desk activities providing oversight as needed

* Prioritizes and distributes workload to Help Desk team; monitors performance

* Assists in the implementation and installation of new service offerings both locally and in the field

* Monitors service calls to observe help desk staff's technical accuracy and conformity to company policies; provides feedback as needed

* Monitors and analyzes productivity of help desk staff; generates reports based on analysis

* Possesses and maintains thorough knowledge of company product information

* Performs other duties as assigned by management

* Minimizes needs for after-hours/weekend support by implementing tools and maintaining infrastructure

* Tracks help desk incidents and request and provide follow-up on the problem-solving process to ensure final resolution

* Evaluates documented resolutions and analyze trends for ways to prevent future problems

* Identifies and learns appropriate software and hardware used and supported by the organization

Job Description (Continued)

* Performs I.T. Orientation to new-hire employees

* Manages on-call support rotation; will be included in rotation

* Rotational tape backup support may be required

* Provides secondary support for other tasks assigned to IT Support Center

* Creates and audits user accounts and managing access controls based on company policies

* Tracks and monitors all IT Helpdesk tickets to ensure resolution in a timely manner

Job Qualifications

* Associate degree in IT, Customer Service or related discipline

* 4-5 years of previous experience in a Help Desk capacity

* Excellent Customer Service Skills

* Experience with Microsoft Office Professional, Windows, Basic network troubleshooting

* Good communication and organizational skills are required

* Keen attention to detail

Additional Locations: None

Requisition ID: 16998

Nearest Major Market: Dayton

Nearest Secondary Market: Cincinnati

Job Segment: Technician, Help Desk, Information Technology, Technology

Additional Info

Job Industries

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