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Service Desk Technician

Cedar Rapids, IA

Job Reference #: R13065

Job Information:

The Service Desk Technician's role is to ensure proper computer operation such that end users can accomplish their daily business tasks. This includes receiving, prioritizing, documenting, actively investigating and resolving end user trouble tickets and service requests. Problem resolution may involve in-person help as well as providing assistance to remote employees via remote assistance tools.

Responsibilities

  • Field incoming help requests from end users via telephone, e-mail and in-person interactions in a courteous and professional manner
  • Clearly document all pertinent end user identification information, problem details, troubleshooting steps and final resolution
  • Prioritize incoming trouble tickets and schedule investigation and resolution accordingly
  • Escalate problems (when required) to the appropriately experienced analyst
  • Apply appropriate diagnostic utilities to aid in troubleshooting
  • Access software updates, drivers, knowledge bases, and frequently asked question resources to aid in problem resolution
  • Identify and learn appropriate software and hardware items used and supported by the organization
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
  • Test fixes to ensure problem has been adequately resolved
  • Perform post-resolution follow-ups to help requests whenever appropriate
  • Evaluate documented resolutions and analyze trends for ways to prevent future problem occurrences
  • Develop help sheets and other proactive documentation for end users
Position Requirements

  • 2 years’ experience in a similar field (service desk/IT help desk) or a bachelor’s degree in a relevant field
  • Knowledge of basic computer hardware (PC-only)
  • Experience with desktop and server operating systems, including but not limited to Microsoft Windows 7, 8.1, 10, Server 2008R2, 2012, 2016
  • Working knowledge of Office 2010, 2013, 2016, Exchange, and Active Directory
  • Prior experience with a ticket tracking solution is considered an asset
  • Experience with iOS and Android troubleshooting
  • Good understanding of the organization's goals and objectives
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and diagnostic interview skills
  • Strong proactive and reactive documentation skills
  • Ability to present ideas in user-friendly “low-tech” language
  • Proven analytical and problem-solving abilities
  • Ability to conduct research into a wide range of computing/technical issues as required
  • Ability to absorb and retain information quickly and effectively
  • Highly self-motivated and directed
Work Environment

  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, smartphones and to handle other computer components
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals
  • 10-15% travel required

Posted 09/01/17

Job ID: 61879