IT Desktop Support Technician

Summary/Objective:  The IT Desktop Support Technician is responsible for providing escalated end user technical support, monitoring, escalating, and follow-up for reported problems while providing exceptional customer service to the end-user.

Specific Responsibilities and Essential Functions:

• Provides escalated technical support to internal/external users by responding promptly to escalated support tickets.
• Builds and maintains high quality customer relationships through consistently demonstrating a high level of professional service and demeanor.
• Gathers advanced information to drive tickets to resolution and documents the ticket appropriately.
• Is responsible for researching solutions using the internal Knowledge Base, or external support documentation to attempt to resolve the user’s issue through diagnostic techniques, analytical questioning, and end-user inquiry.
• Analyzes and determines service priorities based on business need and user impact.
• Build and maintain high quality customer relationships through consistently demonstrating a high level of professional service and demeanor
• Follow-up to ensure issues are resolved prior to closing ticket.
• Documents all troubleshooting steps, and resolution, in the ticket then escalates unresolved items or resolves completed items.
• Collaborates with Infrastructure team for advanced troubleshooting when required for escalations
• Assists in guiding the IT Help Desk Technician(s) with development of technical knowledge
• Performs all IT Help Desk Technician duties as needed.
• Performs all other duties as assigned

Competencies and Qualifications:  

• Safety and Compliance: Consistently demonstrates “safety first” mindset, adheres to company safety and security policies and dedicated to employee safety and well-being. 
• Decision Making: Exercises independent judgment and discretion in matters of significance in a face paced environment.
• Direction Setting: Possesses strong project management and organizational skills, including excellent written and verbal communication skills, to manage multiple priorities in a deadline-oriented environment.
• Teamwork: Demonstrates strong listening skills; values and respects others’ ideas and contributions
• Conflict Resolution:  Must be able to anticipate, diffuse and resolve disagreements, confrontations, tensions, and complaints in a practical and constructive manner to achieve results
• Customer Focus: Possesses excellent interpersonal skills which are needed to establish and maintain an influential relationship with other key decision makers in the Company.
• Execution: Ability to focus on goals, metrics, and results.  Takes ownership and accountability for self and department. Uses resources efficiently, effectively, and timely.
• Innovation:  Must demonstrate an open and growth mindset, embracing change, stepping out of comfort zone, and applies creativity in generating ideas and solutions. 
• Analytical:  Ability to approach troubleshooting, project development and business performance analytically.
• Dependability: Regular reliable attendance and demonstrates strong work ethic.

Education and Experience:

• Associates of Science degree in IT or related field
• Minimum of 2 years experience in IT Help Desk Support or equivalent role.
• Proficient in basic Microsoft technology and applications, automation/remote control products, hardware troubleshooting and installation.
• Experience with basic account administration, file permissions, IT Troubleshooting, and basic application support.

Physical Demands:

• Ability to walk/stand for long periods
• Able to move and lift up to 40 lbs.
• Able to reach and bend

Travel Required:

• Ability to travel 10% domestic

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.