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Job DescriptionJob DescriptionDescription:
The Service Desk technician is the first level of the support chain and serves as a single point of contact for
CenterGrid customers. The Service Desk is directly involved in recording, troubleshooting, resolving or dispatching
incident tickets as well as completing tasks and requests. Service Desk technicians also provide first level
assistance for client hardware, software, password, and VOIP, along with major incident support. The CenterGrid
Service Desk operates 24x7x365.
Responsibilities include:
Provides support via phone, e-mail and chat to employees of CenterGrid clients.
Provides support for Microsoft Windows 10 Operating System
Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office365).
Provides support for mobile devices including configuration and email sync.
Mobile Device Support – Android and/or iOS
Handles 40-50 issues per day efficiently and appropriately.
Maintains regular and punctual attendance.
Utilizes Active Directory and application systems to reset passwords.
Assists users in adding and changing network printers.
Provides technical support for remote workers, including VPN connectivity issues.
Remote control of user’s computers utilizing remote access tools.
Troubleshoots remote access connectivity problems including WiFi.
Conducts self in a manner that is consistent with client service expectations.
Assist in the creation and maintenance of support documentation including, work instructions/processes/procedures
Ensure all necessary operational processes and procedures are carried out with a high level of attention to detail, expediency, and on-time delivery
Perform other duties as assigned
Requirements:
Requirements:
Self-starter with excellent organizational, administrative and interpersonal skills
Ability to follow through with tasks, projects, and troubleshooting with minimal supervision
Excellent oral, written, technical, and business communication skills.
Ability to multi-task and work in fast paced environment.
Must maintain a professional image, attitude, and demeanor
Strong customer service
Must demonstrate ability to work with others and promote a harmonious working relationship in the NOC, with other Departments, field personnel, and clients
Be ethical, fair, and of high integrity
Able to lift devices weighing over 50 lbs
Preferences:
prior NOC, service desk, or helpdesk support experience
2 year degree, or technical training (technical school or military)
CompTIA certifications
Help Desk Institute (HDI) certifications
Information Technology Infrastructure Library (ITIL) Foundations v3 or v4
Experience navigating a knowledgebase
Knowledge of various PC hardware and software applications including:
Operating Systems: Windows 10, MacOS
User creations/terminations (tasks/requests)
SaaS support – application support (as needed by customer)
Vivantio or other ticketing systems
Word, Excel, PowerPoint, Office365, Outlook, etc.
Internet Service Provider (ISP), Cable Modem, and Internet Support.
Mobile Device Support – Android or iOS
The Service Desk technician is the first level of the support chain and serves as a single point of contact for
CenterGrid customers. The Service Desk is directly involved in recording, troubleshooting, resolving or dispatching
incident tickets as well as completing tasks and requests. Service Desk technicians also provide first level
assistance for client hardware, software, password, and VOIP, along with major incident support. The CenterGrid
Service Desk operates 24x7x365.
Responsibilities include:
Provides support via phone, e-mail and chat to employees of CenterGrid clients.
Provides support for Microsoft Windows 10 Operating System
Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office365).
Provides support for mobile devices including configuration and email sync.
Mobile Device Support – Android and/or iOS
Handles 40-50 issues per day efficiently and appropriately.
Maintains regular and punctual attendance.
Utilizes Active Directory and application systems to reset passwords.
Assists users in adding and changing network printers.
Provides technical support for remote workers, including VPN connectivity issues.
Remote control of user’s computers utilizing remote access tools.
Troubleshoots remote access connectivity problems including WiFi.
Conducts self in a manner that is consistent with client service expectations.
Assist in the creation and maintenance of support documentation including, work instructions/processes/procedures
Ensure all necessary operational processes and procedures are carried out with a high level of attention to detail, expediency, and on-time delivery
Perform other duties as assigned
Requirements:
Requirements:
Self-starter with excellent organizational, administrative and interpersonal skills
Ability to follow through with tasks, projects, and troubleshooting with minimal supervision
Excellent oral, written, technical, and business communication skills.
Ability to multi-task and work in fast paced environment.
Must maintain a professional image, attitude, and demeanor
Strong customer service
Must demonstrate ability to work with others and promote a harmonious working relationship in the NOC, with other Departments, field personnel, and clients
Be ethical, fair, and of high integrity
Able to lift devices weighing over 50 lbs
Preferences:
prior NOC, service desk, or helpdesk support experience
2 year degree, or technical training (technical school or military)
CompTIA certifications
Help Desk Institute (HDI) certifications
Information Technology Infrastructure Library (ITIL) Foundations v3 or v4
Experience navigating a knowledgebase
Knowledge of various PC hardware and software applications including:
Operating Systems: Windows 10, MacOS
User creations/terminations (tasks/requests)
SaaS support – application support (as needed by customer)
Vivantio or other ticketing systems
Word, Excel, PowerPoint, Office365, Outlook, etc.
Internet Service Provider (ISP), Cable Modem, and Internet Support.
Mobile Device Support – Android or iOS