Service Desk Technician

Job Description  

Position Overview:       

The Service Desk Technician is responsible for resolving IT tickets that have been submitted by users across the global organization.  Additionally, they take phone calls from users across all shifts from all sites globally as well as from users who may be outside of the sites.  The Service Desk Technician is responsible for providing all Tier 1 support to users and escalating as appropriate, any tickets that require Tier 3 level support.  This support includes systems, networks and various IT processes. 

Primary Responsibilities:

• Monitors and processes user requests submitted to the IT ticketing system by following the IT Procedure Manual.  Completion and closure of all tickets processed and full documentation of the change in the IT ticketing system. 
• Answers inbound phone calls from global users at the IT Service Desk across all shifts to include, opening a ticket on behalf of the user if one hasn’t been opened, processing the request according to the IT Procedure Manual, ensuring the user is satisfied with the change and documenting the change in the IT ticketing system and closing the ticket. 
• Provides 1st level technical support by gathering and documenting requests using IT support procedures.  Must maintain accurate documentation of requests and follow escalation procedures.
• Troubleshoot workstations, peripherals and software in accordance with IT work instructions, standards, best practices and security requirements. 
• Maintains/develops work instructions for support, maintenance, and installation of workstations
• Ensures all software license tracking is accurate including keeping track of inventory of company system assets.  Ensures all DATAMARK systems have valid software licensing
• Is actively involved in opportunities to learn new technologies and processes. 
• Is actively involved in improving processes and procedures in order to improve IT efficiency within the organization
• Provides end user training for applications, policies, and procedures that the IT department is responsible for
• Reacts to change productively and handles other essential tasks as assigned by the IT Manager
• Other duties as assigned

Minimum Qualifications:

• Education Requirements:
  • Minimum 3-year Degree / Diploma, Professional Degree Preferred
• Field Experience:
  • At least 2 years of experience in the IT field
• Position Experience:
  • At least 2 years of experience in a technical capacity working with hardware and software or a related technical field; a four-year degree will be considered in lieu of experience