Service Desk Technician

The Service Desk Technician serves as a source of technical assistance and support to the user community for data, voice, video, hardware, or software. Responds to calls for break/fix, moving/relocating, and new setup of equipment. Requires knowledge and skills to either assist the user to fix the problem or escalate the problem to the appropriate person. The Service Desk Technician must follow all department processes and procedures and will work under moderate supervision, referring questionable situations to the supervisor. Accuracy/quality of work is a large requirement of this position; good attitude, good work ethic, good attendance record and punctuality.

Job Knowledge, Skills and Abilities:

Experience troubleshooting/repairing desktop and laptop computers, as well as printers

Experience with computer imaging and Helpdesk ticketing software

Knowledge Microsoft Office Professional Products

Knowledge Microsoft Azure Active Directory and Hybrid environments

Highly motivated, positive, responsible, organized, quick learner and a team player

Strong problem solving and troubleshooting skills

Experience with supporting ERP software, a plus

Experience with network and phone equipment, a plus

Role and Responsibilities:

Duties may include, but are not limited to:

Monitor computer software and hardware operating status; ensure that computers, printers, and other peripherals are in operating order

Performs hardware and software maintenance, when necessary

Reports equipment problems or failures and provides the necessary documentation

Monitors, adds, updates, and maintains IT helpdesk tickets

Properly documents all ticket resolutions and follow up with all parties involved to ensure the problem was correct to their satisfaction

Creates and maintains Microsoft Active Directory and Exchange accounts.

Create and deactivate users in Cargo Science the company's proprietary logistics system

Learn and provide user support and training for Cargo Science

Sets up & installs new equipment which may include Desktops, Laptops, Printers, Network equipment, etc.

Assist users with general computer software problems/questions and escalate to the appropriate person when necessary

Assist in, and/or provide training for employees and new hires in computer operations and the use of peripheral equipment

Serve as a technical resource person for equipment maintenance and hardware/software purchases

Installs toner and clears paper jams in printers and copiers

Orders supplies and replacement parts

Installs and configures all Desktop software

Communicates thoroughly and timely all pertinent information to give management as much time as possible to react to situation

Uses proper phone etiquette for answering phones and interacting with customers, vendors, and others

Maintains a positive, proactive attitude committed towards continuous improvement of company culture and productivity

Maintains a clean and organized work area

Documents, creates, and improves department procedures

Ability to perform functions of the job with minimal direction